Core values are so critical.
It’s quite expected for large companies to have mission statements, values, or promises developed because they really do lay the foundation for a healthy, thriving corporate culture and brand.
Most solopreneurs and small business owners I know (myself included) do not. Having visited the mecca of cool, cutting edge corporate culture at Zappos in Las Vegas and experienced their culture in action, I’m definitely creating these as my business expands.
If you’re not familiar with Tony Hsieh and the story of Zappos, I highly recommend his book, “Delivering Happiness: A Path to Profits, Passion, and Purpose.” He created an online retail store that originally focused on selling shoes. Hsieh built the company and its culture from a deep commitment that shoes were really just the vehicle to delivering happiness to their customers.
With core values like “Deliver WOW through service,” “Create Fun and a Little Weirdness,” and “Be Humble” it’s clear this is no ordinary place. Visiting their headquarters in Las Vegas, which is sparking a rejuvenation in development of the downtown core, it was clear from the life-size stuffed llamas in the HR department, and the friendly, engaging attitude from every Zapponian we met, this is a workplace like no other I’ve seen. The company has hit the headlines when it “got married” (ie acquired) by Amazon for over $1.2 billion, but it retains its original culture. The company also operates by “Holocracy”, a structure by which it is run by self-organized, self-managed groups.
While this type of wholesale sweeping structural change and company values is not a fit for everyone, it really seems to be creating massive success for Zappos. Here are some of the key lessons I learned that you can apply in your business too!
1. Ask People for their Input
When Zappos created their 10 core value statements, every single person in the company was involved. They collectively identified what was important, the kind of workplace they wanted to create, and the contributions they expected everyone to make. This process of extensive consultation and discussion took over a year. But asking for input really baked the core values into the DNA of everyone there, and hiring for culture fit is key when they hire.
From my work in graphically facilitating conversations and decisions in organizations, I know how the dynamic changes when you ask for input and people see their ideas mapped on the visual map I create. They feel heard, respected, and acknowledged. And they transform from implementers of a vision to advocates for it.
Even if you’re a solopreneur, ask your clients and colleagues what qualities they experience with you. Do your own soul-searching and dig deep to actually write them down. This way you make your decisions not just from a tactical or strategic perspective, but from a heart-level.
2. Embody The Values
Your values are the compass that inform HOW you do what you do. It’s not just about having the skills or the knowledge to get the job done. Once identified, everyone needs to commit to the culture. At Zappos, the coders who work on their web platform are expected to deliver the WOW every bit as much as the folks in the call centre talking to customers. Values aren’t just something to be posted as a nice plaque in the lobby. At Zappos, their values are their compass or rudder. They give each other feedback based on the values explicitly. Everyone I met was a living ambassador of what those values look like in action.
3. Know What You Are Delivering
When I first heard of Zappos, I thought it was just another online retailer selling shoes. But the deeper why Zappos does what it does has more to do with making the world a happier place than just selling shoes. They approach every interaction as an opportunity to deliver happiness.
When I first started teaching about the power of doodling, I thought I was delivering a skills training. At the workshop, you’ll learn the basic “how to” of lettering, hierarchy, layout and more so you can create your own visual notes. What I’ve learned over the years in delivering this training is that creating doodle notes is a happy by-product. The real thing I’m delivering is joy and confidence. Time and again, I hear from people they feel more willing to take risks and express themselves. They are procrastinating less and generating more value in their work. Getting clear on the deeper WHY you do what you do brings a perspective that helps the day-to-day decisions into clearer priority.
