Tony Hsieh

  • Aired:  08/01/11
  •  | Views: 26,369

Zappos' C.E.O. Tony Hsieh values weirdness in employees and delivers happiness to customers. (6:55)

>> Stephen: WELCOME BACK,

EVERYBODY.

[CHEERS AND APPLAUSE]

MY GUEST TONIGHT BELIEVES

CORPORATE CULTURE SHOULD PROMOTE

EMPLOYEE HAPPINESS.

THAT'S WHY I ALWAYS TELL MY

STAFF TO SMILE OR THEY'RE FIRED.

[LAUGHTER]

PLEASE WELCOME TONY HSIEH.

[CHEERS AND APPLAUSE]

HEY MR. HSIEH THANKS SO MUCH FOR

COMING UP YOU ARE THE C.E.O. OF

ZAPPOS.

>> YES.

>> Stephen: EVERYBODY KNOWS

YOU GET YOUR SHOES THERE.

YOU RETAIL CLOTHING?

>> EVEN HANDBAGS KITCHEN WEAR,

HOUSEWARES.

A WHOLE BUNCH OF CATEGORIES.

>> Stephen: YOU ARE SELLING

HAPPINESS.

>> YES STAOEFRPBLGT THE NAME OF

BOOK IS "DELIVERING HAPPY HAPPINESS:

A PATH TO PROFIT PASSION AND

PURPOSE."

I'VE BEEN TOLD THAT MONEY CAN'T

BUY HAPPINESS.

I'VE LONG SUSPECTED IT WAS A

LIE.

ARE YOU TELLING ME I'M RIGHT?

>> WE TALKED ABOUT A BUSINESS

MODEL IN THE BOOK.

WE'RE TALKING ABOUT AS HAPPINESS

AS A PWOD MODEL, MAKING

CUSTOMERS HAPPY, MAKING

EMPLOYEES HAPPY.

>> Stephen: YOU'VE GOT TEN

IDEAS, CORPS VALUES YOU LIVE BY

AT ZAPPOS.

NUMBER ONE, DELIVER WOW!

[LAUGHTER]

THROUGH SERVICE SO YOU ARE NOT

JUST SENDING ME SHOES BEGUN YOU

ARE SENDING ME WOW.

>> EXACTLY.

>> Stephen: WHAT DOES THAT

MEAN SELLING OR DELIVERING WOW?

>> PART OF IT IS WE OFFER FREE

SHIPPING BOTH WAYS SO A LOT OF

CUSTOMERS ORDER TEN DIFFERENT

PAIRS OF SHOES, TRYING THEM ON

IN THE COMFORT OF THE LIVING

ROOM AND WE PAY FOR THE SHIPPING

BACK.

KIND OF LIKE NETFLIX FOR SHOES

OR CLOTHES.

WE HAVE A 365 RETURN POLICY FOR

PEOPLE THAT NEED MORE TIME

COMMITTING OR MAKING UP THEIR

MINDS.

FOR MOST OF THE LOYAL CUT OF MES

WE PROMISE THEY GET THEIR ORDER

IN A WEEK BUT FOR MOST WE DO A

SURPRISE UPGRADE TO OVERNIGHT

SHIPPING.

THE SHOES SHOW UP EIGHT HOURS

LATER AND THAT CREATES THAT

WHOLE --

[CHEERS AND APPLAUSE]

>> Stephen: WOW.

>> EXACTLY.

>> Stephen: A LOT OF PEOPLE

NEED JOBS RIGHT NOW.

OKAY, YOU KNOW WHAT ARE YOU

LOOKING FOR IN A ZAPPOS

EMPLOYEE?

YOU SAY THAT YOU VALUE

WEIRDNESS.

>> YES.

>> Stephen: WHAT ARE YOU

LOOKING FOR?

ARE YOU LOOKING FOR A GUY WHO

COMES IN WITH A PET SNAKE AROUND

HIS SHOULDERS AND STARTS RAPPING

RAPPING -- WHAT DO YOU MEAN BY

WEIRDNESS?

>> WELL, WE DO TWO SETS OF

INTERVIEWS FOR EVERYONE WE HIRE.

THE FIRST IS STANDARD STUFF

LOOKING FOR SKILLS, EXPERIENCE,

AND SO ON.

THE SECOND SET IS A CULTURE FIT.

FOR EACH OF TEN CORE VALUES ONE

OF THEM IS WHICH CREATE FUN AND

A LITTLE WEIRDNESS.

WE HAVE INTERVIEW QUESTIONS FOR

THEM.

THE KEY WORD THERE IS A LITTLE

WEIRDNESS.

>> Steve: PEOPLE ARE ALLOWED

TO HAVE COSTUME PARADES.

>> YES.

>> Stephen: PEOPLE SPEND THE

NIGHT AT YOUR HOUSE, IS THAT

TRUE?

OCCASIONALLY.

OKAY IS THIS A CULT?

ARE YOU DEAR LEADER FATHER OF A

KRULT?

DO YOU HAVE CHILD BRIDES?

HOW MUCH CONTROL DO YOU HAVE

OVER THOSE PEOPLE?

>> THAT'S WHY WE CAME UP WITH

OUR LIST OF TEN CORPS VALUES.

IF YOU DO A GOOGLE LIST YOU CAN

SEE WHAT THEY ARE AND IT'S NOT

MYSELF OUT THERE HIRING PEOPLE.

IT'S ACTUALLY EVERYONE IN THE

COMPANY KNOWS WHAT THE CORPS

VALUES ARE.

AND THEY HELP, THEY MAKE THE

BUSINESS DECISIONS BASED ON THE

CORPS VALUES IN TERMS OF WHAT IS

RIGHT FOR THE COMPANY AND

CUSTOMERS.

>> Stephen: THE TPHOERBGTS

SAYS AT TIMES MR. HSIEH COMES

ACROSS AS AN ALIEN WHO HAS STUD

YOU'D HUMAN BEINGS IN ORDER TO

LIVE AMONG THEM.

[LAUGHTER]

>> IT IS PARTIALLY TRUE.

>> Stephen: ARE WE MAKING NEWS

RIGHT NOW?

>> TONIGHT ON THIS SHOW I'M --

NO, ACTUALLY IN DELIVERING

HAPPINESS THERE'S A SECTION THAT

TALKS ABOUT THE SCIENCE OF

HAPPINESS.

THAT'S ACTUALLY A REALLY

INTERESTING PART OF PSYCHOLOGY

THAT I STARTED READING UP

THERE'S A LOT OF INTERESTING

PARTS FROM THE RESEARCH THAT YOU

CAN APPLY TO NOT ONLY YOUR OWN

PERSONAL LIFE TO BUSINESS AS

WELL IN TERMS OF MAKING

CUSTOMERS HAPPIER AND EMPLOYEES

HAPPY.

PEOPLE FOUND THAT HAVING

PERCEIVED PROGRESS IS AN

IMPORTANT ELEMENT OF HAPPINESS

OR HAVING PERCEIVED CONTROL,

BEING PART OF SOMETHING BIGGER

THAN YOURSELF THAT HAS MEANING

TO YOU.

THOSE ARE ALL THINGS WE TRY TO

INCORPORATE INTO OUR CULTURE AT

ZAPPOS.

>> Stephen: WHEN YOU SAY

DELIVERING HAPPINESS, WHY IS --

THAT'S MAKING HAPPINESS VERY

IMPORTANT.

[LAUGHTER]

I THINK HAPPINESS IS OVERRATED.

OKAY.

AS A CATHOLIC, I'VE BEEN

TAUGHT --

[LAUGHTER]

-- I'VE BEEN TAUGHT TO VALUE

SUFFERING.

[LAUGHTER]

CAN YOU DELIVER SUFFERING?

>> I'M REALLY GLAD YOU ASKED

THAT QUESTION BECAUSE THAT'S

ACTUALLY A COMMON RESPONSE WE

GET ESPECIALLY FROM THE BUSINESS

WORLD WHERE REALLY THE MENTALITY

IS WHERE WE SHOULD JUST FOCUS ON

PROFITS AND HAPPINESS HAS NO

PLACE IN THE WORK PLACE.

RESEARCH HAS SHOWN THAT IF

EMPLOYEES ARE CAPPER AND

CUSTOMERS ARE HAPPIER THAT THAT

ACTUALLY DRIVES BUSINESS RESULTS

AND THOSE BUSINESSES TEND TO OUT

PERFORM PEERS IN THE LONG RUN

FOR EXAMPLE, EVERYONE KNOWS

ABOUT THE LINK BETWEEN EMPLOYEE

ENGAGEMENT AND EMPLOYEE

PRODUCTIVITY, ONE OF THE BEST

PREDICTORS OF THAT IS WHETHER

YOU HAVE A BEST FRIEND AT WORK

OR A NUMBER OF FRIENDS AT WORK.

>> Stephen: WHAT IF YOU DON'T

LET ANYBODY MAKE EYE CONTACT

WITH YOU?

>> IF THAT'S THE CULTURE OF THE

COMPANY THEN YOU MIGHT HAVE THE

BEST LOOKING COMPANY IN THE

WORLD.

I DON'T KNOW.

IT DEPENDS ON WHAT YOU WANT.

>> Stephen: MR. HSIEH, ARE YOU

HAPPY WITH HOW THIS INTERVIEW

HAS GONE?

SO.

>> FAR, YES.

ARE YOU?

>> Stephen: IF YOU ARE HAPPY,

THEN I'M HAPPY.

MR. HSIEH, THANK YOU SO MUCH

TONY HSIEH, HIS BOOK IS

"DELIVERING HAPPINESS."

WE'LL BE RIGHT BACK.

[CHEERS AND APPLAUSE]

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