5 keys to extraordinary success at Zappos









1. Be fun


2. Develop a spirit of camaraderie


3. Be maniacs for customer service

Our tour guide, Renae, told us about how Zappos employees are rewarded for answering customers’ questions and solving problems. Whether it is with Zappos, or its sister company, 6pm.com, all employees are trained to stress customer service over sales. I find it interesting that by following that formula, sales increase even more!

4. Create “cultural collisions"

This is the term that Tony Hsieh came up with as he closed all but one entrance to the building. This way every employee increases the chances of random encounters with others from the company. It helps create and foster those important serendipitous meetings, which naturally generate employee camaraderie. As they help each other, they are more likely to help customers, which is more likely to build sales. Very good strategy, Tony Hsieh!

5. Be Profitable

Yes, even with all the fun and less than traditional approaches, Zappos continues to impress its bankers and accountants. It is not just a bunch of fun and games. This is serious business.

"While there is this kind of utopian dream of the best customer service here, we still have to make choices at the end of the day. We still have financial goals to make,” Hsieh says in Emily Yellin’s book, “Your Call is (Not That) Important To Us.”

“We still have to look at P&L statements, and a balance sheet, and figure out what are the best places to invest our resources in order to have the biggest return.”

These principles from the very successful Zappos model can help you and me in our small businesses. Yes, we need to make a profit — the more the better! Focus on helping customers and meeting their needs and the sales and profits flow from that.
