The topic of “corporate culture” comes up quite a bit around here.
Sometimes it’s about our culture but, more often than not, the topic is about the culture that a client has.
This past week, I had an experience that will forever change the way I view corporate culture.
Frankly, until a few weeks ago, I hadn’t paid any attention to Zappos – the online shoe / clothing store. I had heard of their customer service but I didn’t know much more than what I had read in SUCCESS magazine.
At the recent VideoPlus University, my friend Todd Smith presented his findings on best practices of social media and Zappos came up there. He said their practices were far ahead of most other companies. Something about great service and compelling content. Todd said the interaction was “real.”
Ok, that was my first clue but even that didn’t make me more than a little curious about them.
However, last week I was at a conference in Las Vegas and as a part of the meeting, a small group was offered a tour of the Zappos corporate office and call center.
What the heck… I like touring companies and seeing “different cultures” and observing different ways of doing things.
What I experienced at Zappos was so far beyond my expectations that I still have a hard time describing it.
FUN!!! x 1000
WEIRD!!! x 1000
Imagine what an overly decorated cubicle looks like on someone’s birthday at your company and multiply that times 10.
Now, put that in EVERY cubicle in your building. And, have it like that ALWAYS!
No restrictions other than “use your best judgment”
Themes like – Star Wars, Pittsburgh Steelers (ugh…I’m a Cowboys fan), Tiki Bars and just general weirdness.
“OK, I get it.” (you say). It feels fun…. Cluttered but fun.
Very few offices. Most people sit in cubicles. Not tall ones…. That would interrupt communication and fun.
Yep — even the multi-multi- millionaire CEO. Along with several other higher level executives, they sit in an area called Monkey Row.
Use your imagination on what a jungle might look like if it had cubicles in it.
There are other spaces with closed doors but those seemed to be used for small meetings and naps — yes, naps! Anti-gravity chairs and a soothing aquarium in a dark room probably make it pretty easy to take a quick power nap.
I could go on and on about the way the place looked. But that is just a tiny piece of it.
What really strikes you as you wander their halls is the authenticity of the people.
When you see them and they say “HI” … (ALL CAPS) … they mean it. On the tour, they may blow horns and whistles or turn on flashing lights when you wander through their area.
The reason? It’s fun and they want their fun to rub off on you. Nothing fake about it.
It’s REAL!
REALLY!
When the CEO is asked to rank their business priorities – its’ easy for him
CULTURE is #1! No doubt.
Everything else follows the lead of the culture.
If you are just a little weird and enjoy making people smile, then you might fit into their culture.
Just in case, after a new employee goes through their 4-5 week training program, they are offered $2000 to leave – no questions asked. Their philosophy is that if you don’t think you will fit in, leave NOW and take the money. If there is ANY question, they simply don’t want you trying to fit in and they definitely don’t want you to talk to their customers.
In 2009, exactly ZERO people took them up on the offer. People want to be there!!!
By the way, they are concerned that nobody accepted the offer last year and are toying with enhancements to the program because they want to keep only the best of the best.
The CEO didn’t dictate the culture. It took years to evolve into something the real functional people in the organization believe in.
If you’re having fun, like making people smile and genuinely like the people and atmosphere where you work, there is a pretty good chance you are going to make your customers feel it.
You can’t fake culture!
The Zappos slogan is simple – Powered by Service ™
Oh sure, you could teach people to “provide good service” but if they hang up the phone and go back to a boss and environment that stifles them, there is a pretty good chance that the service is not genuine. And, over time, your customers will feel that too!
Again, I could go on and on….
What does all this mean to your direct selling company?
The industry we’re in is absolutely perfectly suited to creating a culture that people enjoy. Since we all deal with “real people” all day every day, it’s important to take a clue from an overachiever like Zappos (over $1 BILLION in annual revenue) and incorporate some of the fun into our daily contact with independent business owners. After all, many of the IBOs are running AWAY from the “corporate culture” of stifling attitudes. They are looking for a company they can enjoy being a part of.
If your company has stark white walls, requires call center employees to be ‘buttoned-up’ in ties or suits, or enjoys other “more traditional” corporate atmosphere, there is a pretty good chance that the feeling the IBOs get when they call your office reflects that. No doubt, when they tour your facility, that’s what they see.
And, that’s just the beginning.
All of your communications with the IBOs and prospects will probably have that same feeling. Your prospecting videos will show it. Your message of the month will feel it. Even your events may be more “toned down” than you really want to admit.
It’s hard to turn it on and off.
Ok – I’m not against a traditional corporate atmosphere.
If you’ve taken a tour of VideoPlus, that’s pretty obvious. I’m more concerned about the culture inside the walls and how it reflects outside the walls.
Analyze your culture. Be honest.
Is it your vision or the vision of the hard working people that reflect it to the customers and IBOs?
Does the contact you have with your IBOs, prospects and customers reflect the authenticity of your culture and values?
The closer you get to having people in your company “own” the culture, the closer you will be to creating an entire organization that embraces and shares it with everyone.
