27 March 2012
6 tips from Tony Hsieh on how Zappos delivers happiness
1. Culture is what makes a great brand
2. It doesn’t matter which core values you choose
3. Chase the vision, not the money
4. There’s a difference between motivation and inspiration
5. Measure what matters
6. Who do you want to be when you grow up?
Leaderful Edge Coaching and Consulting helps you capitalize on Tony's tips.
I like to start with Number 5 because measurement's important. We get baseline data that quantifies your culture. Our tools measure on 7 levels of leadership and success, from safety and financial bottom lines to social contribution.
I agree with #1, Culture does make a great brand. The cultures that create great brands have better profits, share prices, innovation, stakeholder loyalty, teamwork, job satisfaction, and more.
Culture has to be developed from within and it's critical to success. Yet very few MBA programs are addressing it. I did some career consulting at Wharton School Executive MBA program last week and was amazed to hear that the nexus of culture and leadership is not addressed. If not there, where?
I visited Zappos and it was a wild and crazy culture - a throne in a meeting room, unusual work configurations, and wildly unusual decorations.
Here's the entryway to Tony Hsieh's desk
And his actual workspace
There was literally something, or a lot of somethings, hanging from every segment of the ceiling tile grid. They were wholeheartedly commited to a great customer experience and that was enhanced by the great experience they're having with processing all those shoes.
Zappos has a big bulletin board by the employee's front entrance. It lets them know what days to expect a car wash, shoe shine, tailor, massage, dry cleaning.... because they think people are happier at work if they don't have to spend their weekends running around on errands. Lunch is house on the house. Their on-site coach does no career coaching at all. She is the Goals Department. She supports people wanting to do something in their lives that they could use some support for - big or little.
You can think about cultivating your culture like cultivating wine. What would make for some "juicy grapes" in your workplace? What processes and procedures might better allow for developing everyone's vitality?