DesignCrowd visited Zappos offices in Las Vegas last month and, in addition to taking a few happy snaps, we took away some ideas and learnings about an important topic: happiness.
Zappos.com is a crazily successful online retailer but what emerged after spending a few hours at their office is that Zappos don't see the focus of their business as being shoes or online retail - their focus appears to be simple (and noble): happiness. In particular, Zappos focus on creating happiness for two groups of people: their staff and their clients. The general theory is that 1) this is the most important thing and ultimate goal of life is happiness and 2) happy staff and happy clients will lead to a profitable business. In addition to this philosophy, what's great about Zappos is the way they go about realising this mission via their culture and approach to client service ("delivering WOW through service").
Below are 5 things we observed at Zappos HQ that are directed at making the staff or the clients happy (in one way or another). We've packaged this up into '5 Tips on Creating Happiness via Business'.
5 Tips on Creating Happiness via a Business
#1 - Help Staff With Life
Zappos have a "Goals Coach" a full-time role to assist staff with their goals (whether work or personal) with the intent to make them happier. They also offer a free laundry service and general 'concierge' for staff - the idea being that if staff spend less time on this 'life admin' they'll be happier (and potentially spend more time at work?).
#2 - Provide Red Bull
Everyone knows, that red bull = party. Below is a photo of Zappos red bull vending machine in their free food kitchen. You can't drink red bull and not be happy.
#3 - Allow Freedom in the Office
Desks at Zappos are strewn with toys, streamers, decorations and positive messages. Tony Hsieh's (Zappos CEO's) desk is draped in plants and I saw a number of staff members (I think they were staff) sitting at the desk doing puzzles or playing games. When I asked "how do managers ensure staff the balance right between fun and work?" the answer was basically "you need to build trust within the team".
#4 - Spend 15 Minutes a Day Being Nice
Zappos employees are encouraged (or required?) to spend 15 minutes everyday writing a personal card or note to mail out to a client that they've created a "special connection with" (see example below). Staff member writes card, staff member feels happy; client receives card, client feels happy. Cause and effect.
#5 - Give
As a visitor to Zappos, I was surprised when I left that they gave me 2 free books from their library (including Tony Hsieh's bestselling book
Delivering Happiness) and a free cab back to my hotel. This was generous (especially given it was unlikely I would ever return). Essentially, Zappos giving gave me some extra happiness. Applying this at your own business, I don't think you need to necessarily give material things. For example, I think
#4 above (writing a card) is an example of giving time and kind words. Either way, when I left Zappos' office I could see how their gifts were further attempts to 'deliver happiness'. It reminded me of a quote from Bill Clinton: "Who do you think is happier: the builders or the breakers? The uniters or the dividers? The givers or the takers? I think you know the answer."
Written by DesignCrowd on Friday, August 5, 2011
DesignCrowd is an online marketplace providing logo, website, print and graphic design services by providing access to freelance graphic designers and design studios around the world.
