Also check out this interview with Andy Orsow who's a UX Manager at Zappos. But why? Each employee or consultant must promptly report to his or her supervisor or the Zappos Legal Department all actual or apparent conflicts of interest. You can set values and identify the behaviors that you want to be the core of your culture. And it's true: we don't. To help ensure that the purchase of products and services is free from any interference or perception that favorable treatment was sought, received or given, neither you nor any member of your family may accept any gift from any person soliciting or doing business with Zappos, unless the gift is consistent with accepted business practice, comes with no strings attached and is in a form that will not be construed as a bribe or pay-off. New employees go through a training program to learn about over-the-phone customer service and how to take orders in a chaotic warehouse environment. You may make legal personal contributions, but you may not represent that youre making any such contribution on Zappos behalf. In order for someone to feel good about a relationship, he/she must know that the other person truly cares about them, both personally and professionally. However, Zappos has not limited itself to just selling shoes. By reading, studying, and understanding this Oath of Employment, you agree to enact each item and agree to embrace each item in energizing your roles and in your decision making.. At Zappos, we encourage every employee to bring their whole self to work. However, Zappos will keep some hierarchy and keep the Big Bosses who set the pay structure. After having sold LinkExchange to Microsoft for $265 million in 1999, his innovative and entrepreneurial spirit impelled him to invest $500,000 into the new venture lauched by Swinmurn. Do you believe in what we are doing and where we are going? Reports made on the Ethics Hotline may be made on a confidential and anonymous basis. Take a moment to de-stress. At Zappos.com, our purpose is simple: to live and deliver WOW. How do you encourage more people to take ownership? Strong, positive relationships that are open and honest are a big part of what differentiates Zappos from most other companies. How can you build stronger relationships with your team members both inside and outside the office? As we continue to grow, we strive to ensure that our culture remains alive and well. A CUSTOMER-FOCUSED BUSINESS MODEL . At Zappos, we embrace diversity in thoughts, opinions, and backgrounds. Standard write-ups of the Zappos story focus on the company's commitment to customer service. We have designated our CEO, COO, and CFO as our official spokespeople for all matters. If you are not comfortable contacting any of those people, please contact the Zappos Legal Department or raise your concern through one of the options set out in the Zappos Whistleblower Policy. Embraces others points of view and individuality, Takes risks in alignment with Zappos purpose, Transparent about both positive AND negative information, Connects people for meaningful relationships, When I think of the TEAM, I think of them, Continuously looks to innovate and raise the bar, Never settles for "good enough" (because good is the enemy of great), Never believes the statement, It cant be done., Fights the fight if its the right thing for Zappos, Makes decisions based on our Core Values and value our Culture above all else, Acts in service of the Internal Board Purpose as noted in GlassFrog, Supports and energizes our 4Cs - Clothing, Customer Service, Company Culture and Community, Displays a quiet confidence for their achievements. Remember that you are a trusted member of the Zappos family please do not violate that trust. Tip! The employee who handled this transaction not only reimbursed her for the product, but went out of their way to send her a bouquet of flowers for her time of need. Other Zappos employees are not allowed to communicate with the press on Zappos behalf or provide any information about us off the record, for background, confidentially or secretly. How do you grow professionally? What do you do to make your co-workers' jobs fun as well? A year later, at the age of 26, Tony Hsieh became the CEO. Check Zappos' website to see if they have updated their ethical practices policy since then. WOW is such a short, simple word, but it really encompasses a lot of things. You may not pay or accept bribes of any type. It may seem sometimes like we don't know what we're doing. Another challenge that Zappos faces in upcoming years is the threat of globalization and core sustainability. Paradoxically, one way leaders try to retain relevance and stay appealing to both customers and employees is to embrace change. Living them. It does not matter whether the person works for the US government, a foreign government or is in the private sector. The Mark Fulton 8,000 Meter Challenge requires grit and character. Zappos was able to keep its unique culture and core values. For example, there is nothing improper about having dinner with a vendor when the vendor is in town, even if the vendor visits regularly because there is a legitimate business purpose servedyou are developing a strong relationship with the vendor. We are firmly committed to providing equal opportunity in all aspects of employment and will not tolerate any illegal discrimination or harassment. The role of a mentor is to remove obstacles and enable the people he/she supports to succeed. We believe that no matter what happens, we should always be respectful of everyone. Sometimes our sense of adventure and creativity causes us to be unconventional in our solutions (because we have the freedom to think outside the box), but that's what allows us to rise above and stay ahead of the competition. Lets be friends! You can choose to be thoughtful about your company culture. In the end, all the employees that were laid off received an amazing six months of COBRA health insurance coverage, paid for by the company. These values guide everything we do, including how we interact with our employees, how we interact with our customers and community, and how we interact with our vendors and business partners. This means the best leaders are servant-leaders. A law is defined as: . The hardest thing to do is to build trust, but if the trust exists, you can accomplish so much more. This Code of Conduct applies to all employees and consultants of Zappos.com, Inc. and its subsidiaries (Zappos), and to all officers and directors of Zappos who are also Zappos employees. Do you instill a sense of team and family not just within your department, but across the entire company? A conflict of interest exists when your private interests interferes in any way or competes with Zappos interests. Sometimes, it's the little things that make the biggest difference. While it could also expose Zappos to liability, more importantly, it would damage our reputation. Further, we dont promote work-life balance in the traditional sense. Every company onboards differently. You may be able to find the missing information at the source URL: https://www.zappos.com/c/code-of-conduct. Are you afraid of making mistakes? It is Zappos policy not to allow retaliation for good faith reports of misconduct by others. This means that many things we do might be a little unconventional -- or else it wouldn't be a little weird. Hello, Savings. How do you challenge and stretch yourself? Are you doing everything you can to promote company growth, and at the same time are you helping others understand the growth? Ethics is "a set of principles for determining good and right conduct (Willerton, 2015, p. 60). In one way or another, the concepts of integrity, honesty and commitment contained in this Code of Business Conduct and Ethics (the Code of Conduct) are already touched on in our Core Values and currently exist in our company culture. Are you happy here? We look for both fun and humor in our daily work. We know that companies with a strong culture and a higher purpose perform better in the long run. By decentralizing our organization, teams are empowered to work quickly and in the best interest of their customer. If they did, they'd be the web's most popular shoe store. They also include the quirks and perks of working at Zappos: nap rooms, a petting zoo, frequent. If you use company funds, please make best efforts to ensure that Zappos has received proper value in return. Something unique that Zappos does is allow brand representatives access to all the same sales and inventory information on their products that Zappos has. We believe in hard work and putting in the extra effort to get things done. We decided that we wanted to build our brand to be about the very best customer service and the very best customer experience. Zappos needs to continue to recruit the right employees that are both promote the companys core values and are innovative in finding new solutions for the company to grow in a sustainable and ethical manner. As we continue to grow, we strive to ensure that our culture remains alive and well. Bullets vs. cannonballs. When in doubt, imagine that your conduct or the words you are using will be fully disclosed in the media with all details, including your name and picture. Zappos has chosen a distinct path to contribute to and promote Corporate Social Responsibility. This touched our hearts, and truly helped us to see how caring Zappos is and how dedicated they are to abide by their core values. Create Fun and A Little Weirdness 4. Orders were deleted or delayed, delivered to the wrong locations, and a glitch on a website listed a set price for every item resulting in a $1.6 million loss for the company. Zappos L.E.A.F (Leading Environmental Awareness for the Future) is a grassroots program initiated by employees, which strives to transform Zappos into a greener company. How do you get the company as a whole to grow? We are all protectors and cultivators of the Zappos Culture; it's what makes it unique and something that changes every day. This took shape at Zappos in 2015 via a new management structure called Holacracy. http://www.lighthouse-services.com/incidentlogin.asp, Be Adventurous, Creative, and Open-Minded, Build Open and Honest Relationships With Communication. Companies and employees worry about work-life separation or work-life balance. Today, we still sell shoes as well as clothing, handbags, accessories, and more. Hundreds of ideals were submitted, which resulted in 37 foundational themes. Is Zappos's supply chain ethical? Instead, they create a leadership vacuum and a change process where no one is in charge because everyone is, at least in theory, empowered. It is your responsibility to protect as best you can Zappos assets and ensure their efficient use. Do you treat both large and small vendors with the same amount of respect that they treat you? So there are no experts in what we're doing. Have you WOWed at least one person today? You must not create any false, incomplete or misleading entry or record. 20092023 - Zappos.com LLC or its affiliates. Actions that may lead to you unfairly taking advantage of someone may include manipulation, concealment, abuse of privileged information, misrepresentation of material facts or any other unfair dealing practice. You may be a former employee of another company and possess confidential information or trade secrets of that company. But it's there. At Zappos, anything worth doing is worth doing with WOW. This will evolve, change, and grow over time but we wanted to get the most important stuff in here first: our Core Values. Do you encourage and drive change? As a company that uses a self-managed organizational structure, we encourage Zapponians to identify areas of opportunity within the organization and propose solutions. The program promotes environmental awareness through outlets including cleaner water, recycling, reusable packaging, air quality, and energy conservation. It is never appropriate to receive or give cash. Ask yourself: How do you encourage more teamwork? Known for creating a unique company culture, Zapponians Jeanne and Jamie shed light on how each employee plays an integral part in the process. That Confidentiality Agreement remains in effect for as long as you are employed by Zappos and after you leave. http://www.ariozick.com/why-zappos-shouldnt-be-your-business-model/ It is how it sells these products and what it does for its employees and customers that makes Zappos what it is today. We are ever evolving. It leads to higher employee engagement and higher profitability. Ethical principles are different from values in that the former are considered as rules that are more permanent, universal, and unchanging, whereas values are subjective, even personal, and can change with time. We have 2 annual parties at Zappos. The company has developed the following framework for the companys culture and business strategies. Zappos employees are given few boundaries for working with clients and are expected to be completely helpful and comfortable to help with any customer need. He informed his managers through an email that they were no longer needed and would become regular workers, but were able to keep their salary. The second ethical challenge was the merger with Amazon in 2009. http://www.creative-brand.com/bank-branding/a-culture-worth-admiring-zappos-com Zappos Insights Zappos Insights, which began in 2009, is on a singular mission: To share Zappos' unique perspective on culture, people, and customer service with companies of all sizes and across industries. A companys culture and a companys brand are really just two sides of the same coin. We don't take "no" or "that'll never work" for an answer, because if we had, Zappos would never have started in the first place. Zappos seems to be creating an environment that encourages motivation and builds inclusiveness. Is this the place for you? Many of the company's best ideas have been the direct result of informal interactions outside of the office. 2. The only reason we aren't swamped by our competition is because what we do is hard, and we do it better than anyone else. This was a hard decision as the company cherished every employee. Despite knowing that they would encounter a huge loss, they gracefully accepted their mistake and abided by the false price on the website. We are a special company, and pride ourselves in doing the right thing. We are all protectors and cultivators of the Zappos culture; it's what makes it unique and something that grows every day. A story that changed our perspective of Zappos is about a customer who returned her husbands shoes after he passed away. And for anyone we bring on board, the best expertise they can bring is expertise at learning and adapting and figuring new things out -- helping the company grow, and in the process they will also be growing themselves. Compliance and ethics business case studies, Last week on Compliance Culture Compliance Culture, Round-up on developments in client due diligence in the financial services , Compliance in current and historical events. All violations or suspected violations of this Code of Conduct should be promptly reported to your supervisor or the director or Vice President of your department or business division. What is your vision for where you want to go? In response to these situations Zappos contacted each customer informing them of the predicament they were in. At Zappos, our 10 Core Values are more than just words. The best leaders are those that lead by example and are both team followers as well as team leaders. We want people to develop and improve their decision-making skills. Whether internally with co-workers or externally with our customers and partners, delivering WOW results in word of mouth. To outsiders, that might come across as inconsistent or weird. One of the side effects of encouraging weirdness is that it encourages people to think outside the box and be more innovative. Especially and including roles that are closest to our customers and/or issues. How do you encourage more people to take initiative? And they will not be able to evolve as fast as we can as long as embracing constant change is a part of our culture. A two percent or less equity interest in a company whose stock is publicly traded will not be deemed significant absent other complicating factors, such as circumstances that cause such investment to potentially influence the persons judgment on Company matters or to amount to management participation in such other company. Zappos' leadership has succeeded in developing a culture characterized by ethicalness by identifying and integrating core values into the organization, which place great emphasis on the employees' and customers' happiness. This means offering shoppers more clothing styles and variety, reimagining ways to exceed customer expectations, protecting and growing our company culture, and serving communities near and far. This self-inflicted evolution can lead to positive growth and a more forward-facing structure that is built for the future, but it can also be destructive to a corporate culture that people rely on for consistency and security. Zappos customers admire the service they receive and appreciate that the company is quick to respond when they are at fault. mariaquintana, Never accept or be too comfortable with the status quo, because historically, the companies that get into trouble are the ones that aren't able to respond quickly enough and adapt to change. We value strong relationships in all areas: with employees, customers (internal and external), community, vendors, shareholders, and co-workers. Zappos strategy guarantees that customers will have a fulfilling experience while shopping on their online store. Change management is a delicate process which must be grounded in a sensitivity for the humans experiencing the change and concretely connected to real considerations like individual development, pay, and productivity. The company delivers above and beyond basic workplace needs and addresses the self-actualization needs that most individuals desire from their work experience. It exemplifies the honest and ethical values the company has built. Confidential information includes all non-public information about Zappos, our operations, and that of our parent, Amazon.com, Inc. and its subsidiaries (Amazon) that, if disclosed, might be of use to competitors or harmful to us. How can your department become more efficient? We want to create an environment that is friendly, warm, and exciting. Zappos is an online shoe and clothing store. And that's where we're breaking new ground. Proper and prompt action must be taken to reconcile any variances. How can you improve those relationships? For example, no employee or consultant may ever offer, pay, promise to pay or authorize the payment of any money, gift or anything of value to any US or foreign governmental or political official, political party or any candidate for governmental or political office for the purpose of influencing or inducing such official, party or candidate to use his or its influence with a governmental or political organization to obtain or retain business for Zappos. For a comprehensive look at the radical corporate reorganization efforts at Zappos and their effects on employees, Roger D. Hodges 2015 story for New Republic is a great read. We should always be seeking adventure and having fun exploring new possibilities. While we may be casual in our interactions with each other, we are focused and serious about the operations of our business. To quote Tony Hsieh, "Just because you cant measure the ROI of something doesnt mean you shouldnt do it. We must all learn not only to not fear change, but to embrace it enthusiastically, and perhaps even more importantly, to encourage and drive it. Your culture doesn't stay the same, it will continue to evolve. The purpose of this Code of Conduct is to explain in a more detailed and clear way our high standards of conduct and our expectations of each and every Zappos employee and consultant. As Zappos continues to transform and scale, we want to ensure the four Cs remain top of mind in our day-to-day business operations. This was a hard decision as the company cherished every employee. As with other areas of this Code of Conduct, please use your good judgment when giving or receiving gifts, and seek guidance from your supervisor if you have any questions. Use company funds, please make best efforts to ensure the four Cs remain top of in... Never appropriate to receive or give cash both customers and employees is embrace. 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