Most out there are probably aware of Zappos as a website
that sells shoes and clothing. Many are probably also aware of the company’s
commitment to customer service. Some may even be aware that it makes frequent
appearances on lists of the best places to work and is often lauded for its
charitable work.
Granted, this is a company that was purchased by Amazon in
an all-stock deal worth about $1.2 billion. I understand that if you are
reading this, Zappos is a company operating on a different level. As I often
like to stress, however, we can learn from those who are in different
situations than our own.
After all, if we only ever listened to those in similar
positions, we would never break beyond that spot.
Zappos CEO Tony Hsieh has written a book entitled Delivering Happiness: A Path to Profits,
Passion and Purpose, that is a story of how his company grew and came to
encapsulate some qualities that have not always been associated with successful
businesses.
First, though, let it be noted that in the title of the book
Hsieh notes that one cannot completely drop old business models. Profits are
the first of the three Ps mentioned there, and a business needs a plan, and the
discipline to follow it, that will result in profits even if it has other goals
of branching into more unorthodox areas.
Zappos may be seen as a company that does things
differently, but I think it largely meets the same goals that most business
owners have when they begin a venture. Zappos’ differences seem to come more
from the fact that it held onto those ideals as it grew to a giant.
Embracing a culture that gives us a comfortable (and dare I
say sometimes fun) place to work? Being surrounding by co-workers who also
thrive in that environment and love what they do, too?
I think we all want that. Many of us have also experienced
the misery that can result from working in a place that does not embrace it.
To succeed so much that we can afford to give customers an
unexpectedly high level of service? Being a part of a company that makes a commitment
through charity to being a positive influe in our community?
Just how much one wants to stretch out in these areas can
vary, and maybe I am too endlessly optimistic, but I think that even the
greediest among us want to get to places where their finances allow them to
give to others (and I bet even feel good while doing it).
Profits, Passion, Purpose … when broken down it seems a
pretty simple and obvious way to go about running a company.
In the book, Hsieh says it adds up to “We have the opportunity
to be one of those companies while having the time of our lives.”
And again, maybe this is more of that optimism (or I am
still a little loopy coming off the end of tax season), but don’t those of us
in business want to love being in business?
So consider that a simple takeaway, but a very important
one, for this week. If you are reading this, you are much more likely a
small-business owner than some higher-up at a massive company, but doesn’t that
give you more power to effect change? Think about the power you have to make
your workplace somewhere enjoyably thrilling and next
week I’ll look a couple ways that Zappos has held onto that ideal that can be
beneficial for everyone.
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