I was thinking throughout the week about culture again. Obviously, that is a theme, but I was thinking about it from a self-centered perspective. How does the culture of a company impact me personally? I am sure you have thought similarly in the past as you have dealt with different organizations in your day to day activities.
I read a book recently by Tony Hsieh, “Delivering Happiness: A Path to Profits, Passion and Purpose.” This book is written by Tony Hsieh, founder of Zappos, and highlights the growth of a fledging company that was eventually acquired by Amazon for nearly $900 MM.
I highly recommend it to anyone who wants to see how a radical pursuit of culture can drive a company to immense growth. Now I have not had the pleasure of meeting Tony personally, but just reading that book made me feel like I could speak to him on a first name basis if I met him on the street.
One takeaway I had from the book was the fact that Tony truly wanted his employees to feel happiness and joy while they were at work. He did and continues to do this in a variety of ways.
He hosts epic parties, they have a relaxed work environment and they pay people to quit during the on boarding process. That last part may seem a bit radical, but they basically offer on boarding employees the opportunity to take a severance package if they don’t feel like they are a good fit.
This has a two fold impact; it weeds out those who probably shouldn’t be there and it prompts those writing a blog to mention it in their blog.
Even though Zappos has been around for a while and I am technically a millennial, I had never purchased shoes from the website before. I tend to be a tactile guy who wants to hold something in my hands before I buy, so the concept seemed at odds with my buying style.
After I read the book I decided that I needed to at least try out the service and see what I thought. I chose some shoes that I have worn in the past (I don’t want to dive head first here) and placed my order. Typically you get delivery in two days so before I knew it I had a box on my doorstep. I eagerly opened my box, discarded the paper and put on the shoes… and they didn’t fit.
So at this point I have a conundrum, I never order online for this very reason. Well the book did mention that they offered free returns as a part of their culture and that they actually preferred for you to call, so they could speak directly with you.
Tony has a 24/7 operation where you can call and place orders, make returns and so on. I decided to follow this experiment to its natural conclusion and make the call. This is the opportunity to learn how Zappos’s culture would impact me personally.
I made the call and explained the issue of the shoes being a bit too large. The person I spoke with was nothing but kind. He talked about the weather and things that were going on in his neck of the woods, which happens to be Vegas.
He also placed an order for a smaller size to be sent, as well as a return label so I could ship the other shoes back for free. Now this may sound like standard fare, but the entire call was relaxed, personable and memorable.
Now I am by no means a frequent customer of Zappos, but I know I can rely on them for a quality experience and they are no longer this faceless entity swallowing up my money.
At the heart of it, that is culture’s impact on you and I. We interact everyday with companies and people and we have a takeaway from those interactions.
Sometimes its not a science, its a feeling.
Image credit: Charlie Llewellin