dispatches from the new world of work

On Culture (in the Loo)

Our colleague, Phoebe Espiritu pointed us to this interview with the CEO of Zappos, Tony Hsieh (conducted in a bathroom, no less). The interview is close to 20 minutes long, but it's worth your time. Zappos is famous for its extraordinary customer service (their call center doesn't use scripts and they train for generosity), but according to Hsieh, "Customer service is not our No. 1 priority, our No. 1 priority is company culture." (Sound familiar?)

Each year, Zappos publishes a book about their culture, written, unedited, by their employees. They're not just talking about how much fun they have planning parades; this video description of the book includes employees talking about the level of empowerment they feel.

This may sound touchy-feely, but their gross sales in 2008 were over a billion dollars. How? Hsieh says they're not trying to maximize every transaction, they're trying to build life-long relationships.

Shelley Dolley posted this on 02/10/09.

Comments

Great, Shelley! Thanks for the inspiration. This reminded me when I order a book from Amazon recently and a week or so later I got a notice that the book was not in stock. I could not readily remember which book it was, as I often order so many, and began to feel a little angst about what I had missed. I would remember the book and context in which I ordered it once in hand.

Even though I was told the title of the book, I began to wonder about the other books that I might have ordered and had not received, notice or not. By the way, I love Amazon, but I never heard from them again about that particular book. Often times I order book on the spur of the moment after a recommendation. Usually, I have no intentions of doing so beforehand.

To think that Zappos only puts things up that they actually have in stock is great!

By the way, another great TED session is with Elizabeth Gilbert, author of the bestseller Eat, Pray, Love. She addresses the process of creativity, applicable to various professions, and asks about the distinction of being a genius or having a genius. It's over 19 minutes but it too is great! Here it is: http://www.youtube.com/watch?v=86x-u-tz0MA

Posted by Judith Ellis at February 10, 2009 1:02 PM

Contraire Worldwide enjoys record profits in this radical downturn (newly stimulated by failure of neoliberal governance).

One way to succeed is to hold the notorious & sneaky front liners 1000% accountable.

CW Executives on occasion chant - about their front line minions:

"Kick them when they are up, kick them when they are down - but most of all kick their lazy flabby backsides all around!"

Zappos snappos - easy to see why our culture is the epitome of professionalism & profit - often times the little things count most.

Posted by Contraire at February 10, 2009 6:51 PM

Thanks Shelley - Front liners rule as far as I am concerned and always have. The best leaders know that and always have. It really is a no brainer. Just provide the leadership stakes in the ground – then let people just get on with it. Your job then as a leader is to stay out of the way … unless front liners invite you back.

In other words stay close and yet far away.

Contraire - I love your humour - I now have a vivid mage of the corporate mission statement nailed to the wall in every office of ‘Contraire Worldwide’:

“If morale does not improve on the front line the sackings will continue”

Just joking :-)

Posted by Trevor Gay at February 10, 2009 7:10 PM

PS: culture is another word for cult & that is the cult of CW: profit, money, cash, bailouts, manna from Heaven & above all - sheer luxury ALWAYS.

Oh how we laugh about that while snacking on fine Russian caviar & Maine lobsters - while guzzling Dom Perignon - all thanks to our Barack bailout funds.

Watery gruel for the front liners in their windowless basement "work" room.

Posted by Contraire at February 10, 2009 7:32 PM

Zappos has a customer for life in me. They are, by far, the most responsive and ETDBW company on the web.

Posted by David Porter at February 12, 2009 8:35 PM

I thought this was the most significant post here for months. Culture is everything in an organisation, especially so in non-profits. Zappos aren't just internalising theirs, they're involving everyone in it and daring to to stand up and be tested against it. It's great. Some months back I had a disagreement in a business forum with someone who claimed that hiring on any basis other than technical skills and qualifications was just copping out. I said I hired first on character and fit with culture, and was told I was a complete wimp. Zappos may still be a rare exception, but they exemplify Soft is Hard, and seem to be doing pretty well on it. Long may they thrive.

buy viagra in nyc Posted by RobCH at February 17, 2009 1:48 AM

Watched the video. Sent Tony a note requesting the culture book. Received a reply two hours later and the culture book two days later. Excellence lives!

Posted by David Porter at February 21, 2009 9:46 AM

WOW! Thanks for sharing this great information. I, too, will order a culture book. Culture is KEY to how people think, feel, and act. Thanks. Jann

Posted by Jann Freed at February 22, 2009 3:09 PM