Reading Reflection: Delivering Happiness by Tony Hsieh, Part Two: Profits and Passion

I really enjoyed Part Two of this book. These chapters focused on Tony's formative years at Zappos. I really appreciated that they offered such an in-depth look into the Zappo culture and decision making process. Some of the key things that I can see myself proposing to institute or enhance current procedures:

• Culture Book (handed out to prospective staff, vendors, etc) - keep it transparent as possible by using positive and negative employee responses, no edits - facing the brutal facts (just like Good to Great)!
• The Brand, the Culture,  and employee training and development are the competitive advantage
• Once hired, everyone receives basic core value training...no matter the position
• Once hired, everyone receives training...no matter the position

Some of the concepts that stood out to me are:

• Part of growth is constant change... (you cannot grow without change, they come hand in hand)
• Many similarities between theories in Good to Great and Delivering Happiness...build the culture, and they/ it will follow
• For individuals, character is destiny. For organizations, culture is destiny.

I was also pleased to see that Zappo's uses an Ask Anything box, which is the electronic version of the MET's Affirmations, Suggestions & Questions box. Both allow employees to ask any questions (or offer a suggestion or an affirmation), and those submissions will be answered in a monthly newletter (a blog post/ newsletter at Zappos). I was glad to see that we are on the right path. 

This section speaks of the growth of profits and the the development of the passion behind Zappos. Seeing their growth period, shows that even the great companies can make mistakes, and sometimes not knowing and acting on pure belief and passion, will yield the best results. Taking risks is ok, as long as you have your core organizational beliefs to guide you.