“We want Zappos to function more like a city and less like a top-down bureaucratic organization” – Zappos CEO, Tony Hsieh said. Zappos take service very seriously – employees are encouraged to go above and beyond traditional customer service. In particular, after a late night of bar hopping and closed room service, Hsieh bet a Skechers rep that if he called the Zappos hotline, the employee would be able to locate the nearest late-night pizza delivery. The call center employee, although initially confused, returned two minutes later with a list of the five closest late night pizza restaurants. Inc. Magazine notes another example when a woman called Zappos to return a pair of boots for her husband because he died in a car accident. The next day, she received a flower delivery, which the call center rep had billed to the company without checking with her supervisor.
Zappos hires according to cultural fit first and foremost. It has established what the company culture is, and fitting into that culture is the most important thing managers look for when hiring. This promotes the culture and happy employees, which ultimately leads to happy customers.
When it comes to promoting equality, Zappos practices the principle of Fairness + Dignity through all of their programs and policies without regard for hierarchy. In their benefits program, all employees, regardless of role, receive the same benefits. Compensation bonuses are given at the same percentage for all employees and there are no “perks” provided to any group of people. “All for one and one for all” really personifies how Zappos treat employees and management.
On Zappos, by Zappos:
- CEO’s memo on holocracy
- Making sense of Zappos and holocracy
- Zappos CEO Tony Hsieh: The thing I regret about getting rid of managers