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Build Open and Honest Relationships with Communication

April 8, 2013 — 5 Comments

Zappos core value number six describes the goal of the communication systems. Any company has to be specific and mindful about communications within the company and with customers. Zappos takes this seriously. The open office design and the systems of training and benefits are conducive to better than average communication. Since the workers are encouraged to express their personalities in decor and office fashion, at least some nonverbal design language is included in the conversation.

If all companies bothered to find out if they really communicate what they think they are saying I believe huge leaps of employee satisfaction could result. Statistics show that most employees in the US are disengaged. What the disengagement does is psychically disconnect the employee from the mission of the company. Doing time in such an environment resembles jail more than it does a place of productive creativity. If the management has no clue about the reality of the workers, all possible loopholes will be used to avoid helping the company. For the purpose of oversight as well as for the purpose of clear discussion management today needs to interact rather than hand down dictums. Employees who feel at all unhappy with their work life will take it all out on your customer.

: staying open and honest

: self expression

: open office says it all

: bathroom stall wellness

: trapped with the wellness calendar

: dress code

The fun starts at the front door at Zappquarters in Henderson, NV. Ties are cut and placed on the trophy board. The best communication device I noticed was the way they used your toilet time to make you look at the wellness information. Trapped in the stall you are educated about the opportunities to improve your overall health in the company wellness program. This is a fabulous message and delivery method. The Zappsters do not miss any opportunity to deliver that happy message honestly and clearly.

Tony Hsieh

September 16, 2012

Tony Hsieh of Zappos

On my recent tour of Zappos headquarters in Henderson NV I was treated to a glimpse of Tony Hsieh himself. As I departed with my shuttle driver for the ride back to town he was entering the building I was exiting. I stared for a moment to make sure he was himself. I had a fleeting question in my mind about the possibility that a hologram of Tony is somehow implanted into each person’s visit, but they are all prerecorded and projected on a green screen or something. He was low key, in jeans, and moving along with purpose. He did have the presence of mind not to be sitting in his desk when the tour comes along, but I was very excited to see him. It is hard to describe the way I think of his celebrity and my connection to it. I have been a shoe lover forever, but this is so much more than just shoes.

I admire him for his mastery of alchemy in capitalism. I admire his good taste and his smart choices. Moving the headquarters to the former Las Vegas City Hall is an example of upcycling that makes my heart beat faster. He has a strong agenda to grow his culture and provide right livelihood for his employees. The company and all of the customers who shop there are the major lucky beneficiaries of his vision of business. I love the way they completely make obvious how the culture works, how it remains strong, and how it serves all involved.