The Zappos Family - How They Work

Summary

The video script highlights the unique company culture at Zappos, emphasizing work-life integration, a positive work environment, and a family-like atmosphere. The hiring process focuses on selecting people who fit and appreciate the culture, even prioritizing this over skillset. The culture is seen as a critical business strategy that competitors can't replicate. Employees are encouraged to connect across departments, contribute to the culture, and help it grow as the company expands. Ultimately, Zappos believes that a strong company culture leads to excellent customer service and long-term success.

Takeaways

• 🌡️ It's currently very hot, setting a relaxed and informal tone for the conversation.
• 👥 Zappos prioritizes work-life integration, emphasizing that it's all just life in the end.
• 🏰 The company culture at Zappos is compared to a happy place like Disney, where employees feel like a big family.
• 📊 Company culture is the main business strategy, considered the top priority by leadership.
• 🛍️ While competitors may copy Zappos' product selection or shipping, they believe their unique culture cannot be replicated.
• 🤝 Hiring at Zappos focuses on cultural fit, with an emphasis on personal connections and whether employees would enjoy spending time together outside of work.
• ⭐ Performance reviews at Zappos include criteria for living out and inspiring core company values.
• ⏳ Zappos takes extra time to hire the right people who will fit and help grow the company's culture.
• 👋 Employees are encouraged to build relationships outside of their own departments, and this is factored into promotions.
• 🎉 Zappos allows employees the freedom to plan and participate in fun activities, reinforcing that it's possible to work hard while enjoying each other's company.

Q & A

What is the main focus of the company mentioned in the transcript?

The main focus of the company is work-life integration, which they see as essential to a fulfilling life.

How does the company describe its culture?

The company describes its culture as being like a family, with employees happy to see each other, enjoying their work, and having fun together. It is referred to as even 'happier than Disney.'

Why is company culture considered the top business strategy?

Company culture is considered the top business strategy because it is something that competitors cannot copy. They believe that while competitors can replicate aspects like product selection or shipping, the unique company culture cannot be duplicated.

What criteria does the company use to hire new employees?

The company hires based on whether they would want to spend time with the person outside of business. They look for people who fit into and appreciate the company culture.

How are employees evaluated for promotions within the company?

Employees are evaluated on whether they are living or inspiring core values in others. Additionally, they are scored on how they contribute to the culture, including building relationships outside their departments.

What is the importance of culture in relation to customer service and long-term success?

The company believes that if the culture is right, other aspects like delivering great customer service or building a long-term, enduring brand will naturally follow.

What responsibility do new employees have as the company grows?

New employees are responsible for creating, maintaining, and improving the company culture as it grows.

How does the company encourage employees to participate in building the culture?

Employees are encouraged to take initiative, such as organizing group activities like hikes. The company emphasizes that everyone plays a role in scaling the culture.

What is the company's approach to balancing work and fun?

The company believes that it is possible to be focused and get work done while also being happy and having fun.

What does the company emphasize about core values?

The company stresses that it's important to have a defined set of core values. While their culture may be unique, they encourage other organizations to define their own distinct cultures and values.