SuperZoo Day 1: Zappos Tour

Monday, July 20th, 2015

There’s something about waking up long before the sun comes up and the Alabama heat sets in that makes you just let yourself appreciate the quiet and stillness around you. I knew I wouldn’t be finding either of those things where I was headed, so I enjoyed it for the moment I could before lugging my suitcase down to my car and driving to the airport. I didn’t sleep a wink during the three and a half hour flight from Dothan, Alabama to Las Vegas, Nevada. I was like a kid on Christmas morning, wide-eyed and on the edge of my seat, taking in the views of mountains, hotels and casinos as we circled the city before landing. I was ready to see all that Vegas had to offer, and this week, the main event for us was SuperZoo.

SuperZoo is the National Pet Retailers Industry Trade Show, and attracts 15,000 pet industry professionals from across the U.S. and around the world every year. Pet products have grown to a $60 billion-a-year industry, and SuperZoo showcases the best and newest products on the market. Since SuperZoo did not start until Tuesday morning, we had the rest of the afternoon to kill on Monday, and what better way than a tour of Zappos.

Zappos is known for their exceptional customer service, free returns, and non-traditional office environment. I use the term “office” loosely, as it felt more like a clubhouse full of friends–that happens to make millions of dollars every day. Their office culture is so unique that they offer tours to the public and the tour begins with videos showcasing their history and music videos made by Zappos employees.

We were led around the building by culture maestro, Ryo, who first took us to the HR department, which was a cluster of couches and recliners, maybe a few desks, and plenty of plants and large stuffed animals. “Zapponians” which is what employees are called there, are given freedom to decorate their area however they please, encouraged to show off their individuality.

There are lounge areas with couches and bean bag chairs with breathtaking views overlooking the city and the mountains in the distance. These lounge rooms include free refreshments, healthy food options for employees at low or no cost, promoting and encouraging a healthy lifestyle. Every person we passed in the halls or rode with in the elevator, Ryo seemed to be best friends with.

I can’t imagine there is any kind of dress code besides the Zappos ID badge, so it was sometimes hard to tell who else was on a tour and who was an employee. When you first walk into the building you see a wall of partial ties. Ryo told us that those are from all the hopeful employees that come into Zappos to interview with a tie on.

Next on the tour we saw the Live Chat department, where one of the Zapponians even offered us all some candy from his desk. Every room we traveled to was a sensory overload, every desk and every corner more exciting and unique than the last. One of the most exciting parts of the tour was seeing Tony Hsieh’s desk, the CEO of Zappos. Tony’s desk was not behind a closed door or walled off from other employees, and it was the exact same size as every other employee’s desk. CLT’s or Customer Loyalty Team (call center representatives) are given the freedom to make decisions completely on their own judgement. An on-site gym, converted from the old city hall jail cell, is available for all Zapponians, as well as nap rooms, an outdoor courtyard, deck, coffee shop and ping-pong table room. Zappos does an exceptional job of making their employees comfortable and happy and that clearly translates to making their customers comfortable and happy. With a successful first day in Las Vegas in the books, I was ready for some zzz’s and to wake up fresh for SuperZoo in the morning!

Below are some quotes from real Zappos employees from their 2014 Culture Book. 

 

“Do not follow where the path may lead. Go, instead, where there is no path and leave a trail.” This sums up the Zappos culture to me on many levels. It’s a pleasure to work here, and I’m excited to see what the future unfolds.” Calen B, employee since 2011

“To me Zappos culture is about building more than just working relationships with people. It’s about turning those relationships into friendships that are extensions of your family.” Alexander C, employee since 2011

“What other company could I keep my Christmas tree up year round, and not have anyone bat an eye.” Natalie F, employee since 2011

 

          Zappos Family Core Values

           1) Deliver WOW through Service

           2) Embrace and Drive Change

           3) Create Fun and A Little Weirdness

           4) Be Adventurous, Creative, and Open-Minded

      5) Pursue Growth and Learning

        6) Build Open and Honest Relationships

       7) Build a Positive Team and Family

         8) Do More With Less

           9) Be Passionate and Determined

           10) Be Humble