I’ll admit it – I’m a Trekkie (or Trekker if you prefer). I love Star Trek, especially Star Trek The Next Generation (how can you not love Wil Wheaton?). I spent this past week in Las Vegas, recovering from partying like I was still at SXSWi. Yesterday was my last full day in Vegas, and I decided that my trip would not be complete without a tour of Zappos World Headquaters. It was here that I discovered that the folks at Zappos must be Trekkie’s too!
Zappos is famous for their customer service. They started by selling shoes, and now sell a whole host of other things like dresses, watches, handbags and more. In fact – you can check out my recent BoxBreak at Zappos.tv (I ordered a snazzy Pink Franco Sarto Tote Bag, and a pair of Red Keds).
The Zappos Culture is powered by Ten Core Values:
- Deliver WOW through Service
- Embrace & Drive Change
- Create Fun & A Little Weirdness
- Be Adventurous, Creative, and Open-Minded
- Pursue Growth & Learning
- Build Open and Honest Relationships with Communication
- Build a Positive Team & Family Spirit
- Do More With Less
- Be Passionate & Determined
- Be Humble
During my tour of Zappos I got to experience all 10 of these values first hand. Visiting Zappos is like going to Willy Wonka’s Chocolate Factory. There is a new adventure waiting behind every corner. And each department has their own special way of greeting visitors. In one department all the employees took snapshots of us as we passed with digital cameras. Just like Paparazzi. Another department greeted us by ringing cow bells, and another by chanting “Aaarg” just like pirates.
There is a library of personal development books that employees and visitors are free to browse and take home with titles like: FISH, Outliers, Flow, Now Discover Your Strengths and just about any other business or self-help best seller you can think of. There is a nap room because studies have proven that a short 20 minute nap after lunch can increase employee productivity, and even a kitchen with FREE meals for employees everyday.
I asked one of the employees what she loved best about working for Zappos – and she said: “I love working here because I’m free to be me.”
But one of the best perks of working for Zappos is Dr. Vik, or “Coach” as he is known to all the Zappos Crew. Dr. Vik retired from a flourishing chiropractic practice at the age of 45, and was then enticed to come work at Zappos. His job is to make everyone who works for or visits Zappos feel like royalty. He’s Counselor, Personal Coach, Motivational Speaker and Cheerleader all rolled into one. His office is considered Switzerland – and he helps each and every employee at Zappos become the best they can be. Miguel who works in Marketing has a current 30 day goal of “saying no to everything”, perscribed by Dr. Vik. And every couple of days or so – the Doc will drop by Miguel’s desk and ask to borrow money…just to give Miguel another opportunity to practice saying NO and build up that muscle.
How many companies have an onsight person who’s sole goal is to help people acheive their personal best, not for the company’s sake, but for their own? Off the top of my head – I can only think of one – and it’s fictional. Dr. Vik’s role reminds me of Counselor Troi on Star Trek The Next Generation (hat tip to @paigecraig for making the connection). If you recall – Deanna Troi was half Betazoid and half Human – giving her special insights into the emotions and intentions of crew members. This special insight was called “extra sensory-empathy”. Now – Dr. Vik might not be telepathic, but like Troi, he’s intimately aware of the hopes, dreams, and fears of almost every Zappos employee. Following him through the halls of Zappos you’ll see that he’s greeted with enthusiasm and love. At one point Coach introduced me to one of the Kitchen staff who was working on weightloss goals. He asked – “How much weight have you lost so far?”, and she replied “Over 45 lbs Dr. Vik!”.
You only have to take a look at Zappos bottom line to understand why they invest so much time and money into their employees. What can you do to help your employees develop their personal best?
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Erica OGrady is the CXO of Peanut Butter Media. She is currently HOMELESS while working on a project called Twilight & Tea. Erica is a Writer, Adventurer, Explorer who Still Believes in Santa and Following Your Bliss -- For more information Text ERICAOGRADY to 50500
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This is so cool. You know that a lot of business people read the same books to make work less of a drag; but nobody does any of it. It’s good to hear that Zappos is running with the ideas.
You make me want to go visit them.