Remember Core Value #1 Deliver WOW through Service. 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. By working as a team, by partnering, you are setting the stage for success! Accordingly, all political contributions with Zappos funds are coordinated and approved by the Zappos Finance and Legal Departments. Zappos specifically aims at having a little weirdness in order to promote employee involvement and engagement, allowing the company as a whole to grow as innovators. Get a $10 credit for Fathom Analytics. Here are the 12 fundamental principles of ethics: 1. A key ingredient in strong relationships is to develop emotional connections. Our Vendor Party where we invite all of our brands to thank them and celebrate our partnership. You owe a duty to Zappos to advance our legitimate interests whenever the opportunity to do so arises. We want the company to have a unique and memorable personality. Lets be friends! Shopping tip: Zappos also offers coupons and promo codes . Honest and accurate recording and reporting of information is critical to making responsible business decisions. As alluded to at the beginning of this Code of Conduct, ask yourself if you would be embarrassed or uncomfortable if your supervisor found out about the gift in question. Zappos has always been about being able to do more with less. This took shape at Zappos in 2015 via a new management structure called Holacracy. Employees receive full medical cover, life insurance, an on-site fitness center, a 40% employee discount, paid volunteer time off, monthly team outings, car pool program and a lot more! You must not create any false, incomplete or misleading entry or record. How much fun do you have in your job, and what can you do to make it more fun? Reports made on the Ethics Hotline may be made on a confidential and anonymous basis. We are a special company, and pride ourselves in doing the right thing. The company has developed the following framework for the companys culture and business strategies. Since adopting Holacracy in 2014, we've evolved how we use self-organization to find ways to layer our culture, core values, and focus of people into the system in a way that works for us. Hundreds of ideals were submitted, which resulted in 37 foundational themes. Values Determine Stakeholder Perspectives The stakeholders at Zappos are influenced by the company's core values, which are effectively displayed in the organizations involvement with customers, community and socially responsibilities. The culture encourages you to be the same person you are at work as you are at home. A CUSTOMER-FOCUSED BUSINESS MODEL . Whether internally with co-workers or externally with our customers and partners, delivering WOW results in word of mouth. Zappos does an incredible job at contacting customers in a timely manner, especially when there are situations that go wrong. 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. However, if not carefully implemented, they can have the opposite effect. 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. Zappos is not an average company. Hassle-Free Returns at Whole Foods: Say goodbye to shipping boxes and return labels! The diversity of Zappos employees is a tremendous asset. A strong culture means lower employee burnout and therefore, lower turnover. How has Zappos managed ethical risk, . Be Adventurous, Creative, and Open-Minded, Build Open and Honest Relationships With Communication. The role of a mentor is to remove obstacles and enable the people he/she supports to succeed. It is how it sells these products and what it does for its employees and customers that makes Zappos what it is today. In order to maintain our integrity and reputation, it is important that you obey the laws affecting our business, whether those laws are federal, state or local, and to the extent that foreign laws apply to what we do, you must also obey those laws. Zappos was able to keep its unique culture and core values. You may not have "planned" it. What are some creative things that you can contribute to Zappos? Do you view new challenges optimistically? In January 2005, Zappos polled employees on what they thought the companys core values should be. It is our policy to disclose information concerning Zappos to the public only through specific limited channels to avoid inappropriate publicity and to ensure that all those with an interest in Zappos will have equal access to information. Unless information is publicly available, you should in general avoid discussing the following subjects with any competitor: prices, terms or conditions of sale; credit terms, discounts, profits, profit margins or costs; market segment shares; distribution practices; bids on contracts; sales territories; selections, rejections or terminations of customers; or any other matters where an agreement with a competitor would be inconsistent with the complete freedom of action of Zappos in the conduct of our business. How can you make your relationships more open and honest? These stories range from a six-hour phone conversation with a customer having trouble with their transaction, informing customers of where the best pizza parlor is in their location, to just being a friend to talk to. Certain employees must comply with trading windows and/or preclearance requirements when they trade Amazon.com securities. Strong relationships allow us to accomplish much more than we would be able to otherwise. Soon after, the company faced some of its biggest challenges involving technical difficulties and the theft of customer information. 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. This year, we invited our vendors to run away with us to the Untamed Circus.". I love that I get to be me all day. It may seem sometimes like we don't know what we're doing. Today, we still sell shoes as well as clothing, handbags, accessories, and more. 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. Are you happy here? 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. Wouldn't you rather work for a company whose focus on culture allows your job to integrate with your life? Fundamental Principles of Management Human Resources Zappos.com Inc. has long offered pay to new hires who wanted to quit. I don't have to pretend to be something I'm not, which makes Zappos a comfortable place to be. Or maybe you love it. Because it's just the right thing to do. We believe in operational excellence, and realize that there is always room for improvement in everything we do. These modern visions of management seek to enfranchise the individual. We know that companies with a strong culture and a higher purpose perform better in the long run. Past epic party themes have ranged from Mardi Gras and old-school hip-hop to a Hawaiian luau at a waterpark. The Code of Ethics and Code of Business Conduct assures . In these times of change, ethical considerations taking a backseat to a lean business model is not a sustainable approach. Making choices about the direction of a business which affect peoples livelihoods directly cannot be done ethically if it is done experimentally. Paradoxically, one way leaders try to retain relevance and stay appealing to both customers and employees is to embrace change. If so, you should probably decline it. 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. All corporate assets must be properly protected and asset records regularly compared with actual assets. In order to buy out the board, Zappos needed to unite with Amazon, a company that not only accepted but promoted their value to customers. It does not matter whether the person works for the US government, a foreign government or is in the private sector. Remember that you are a trusted member of the Zappos family please do not violate that trust. How do you encourage more people to take ownership? The company started as a shoe distributor and acted as the intermediary, transferring merchandise from the supplier to the customer. Every company, responsible or not, faces ethical challenges. Zappos will take appropriate action against any employee whose actions are found to violate this Code of Conduct. How can you personally help the company become more efficient? Are you a better person today than you were yesterday? Please take this Code of Conduct seriously. 2018 Compliance Culture. Please do the right thing by not violating the trust your prior employer placed in you. Hello, Savings. In addition, the authors emphasize the importance of valuing others' autonomy and dignity. It is never appropriate to receive or give cash. Our ten core values are: Deliver WOW Through Service Embrace and Drive Change It is our policy and your responsibility to comply with federal and state antitrust laws. CEO Tony Hsieh believes that the secret to customer loyalty is to make a corporate culture . Accordingly, our financial books, records and accounts must reflect transactions and events appropriately and conform to applicable legal requirements and to Zappos system of internal controls. Due to the economic times, Zappos had to layoff 8% of their highly-valued employees. Work can be fun! Zappos Insights' Christa Foley sits down to share more. Conflicts of interest should be avoided. We believe that customer service shouldnt be just a department, it should be the entire company.. It's important to always act with integrity in your relationships, to be compassionate, friendly, loyal, and to make sure that you do the right thing and treat your relationships well. In a very direct way, complying with applicable laws promotes our core value of building open and honest relationships, for how can you expect to have open and honest relationships if you are acting dishonestly? If you've been at Zappos for more than a few months, one thing is clear: Zappos is growing. Tony Hsieh shared the reasons on why Zappos made this decision, assuring that is was for the benefit of the customers. Zappos is an online shoe and clothing store. Bribery, like fraud, is one of the things you can do that could land you in jail because it is illegal. Ask yourself: What are things you can improve upon in your work or attitude to WOW more people? We want everyone to always try to go the extra mile in encouraging thorough, complete, and effective communication. Due to the economic times, Zappos had to layoff 8% of their highly-valued employees. Ethics is "a set of principles for determining good and right conduct (Willerton, 2015, p. 60). We set and exceed our own high standards, constantly raising the bar for competitors and for ourselves. A companys culture and a companys brand are really just two sides of the same coin. This abstract system eliminates managers and much of the corporate hierarchy in favour of esoteric, philosophical concepts and flat, self-directed leadership. Where Zappos has suffered a loss, it may pursue its remedies against the individuals or entities responsible. While we've built a good foundation, this is yet another stepping stone in our journey for ultimate self-organization and long-term sustainability. However, by prioritizing customer trust and satisfaction, they are rapidly recovering. What can we do that's both fun and a little weird? Please take the time to read this Code of Conduct, keeping in mind that over time as Zappos grows and evolves, this Code of Conduct will necessarily have to evolve as well. However, Zappos will keep some hierarchy and keep the Big Bosses who set the pay structure. Are you afraid of making mistakes? If the violation or suspected violation involves any of those parties, or concerns accounting, internal controls or auditing matters you should make your report directly to the Zappos Legal Department or the Zappos Ethics Hotline at 800-348-1496 (Espaol: 800-216-1288). Monday 2 June 2014, by Alysia Echevarria, But really, companies should focus on their culture because it matters. While we celebrate our individual and team successes, we are not arrogant nor do we treat others differently from how we would want to be treated. Please refer to the applicable sections of the Employee Handbook for further guidance. Confidential information may include, for example, information about Zappos strategy, plans, customers, suppliers, financial statements, credit card information, contracts, capitalization, proposed acquisitions or divestitures, as well as confidential information about other companies with which we do business. That is the cycle of growth, and like it or not, that cycle won't stop. 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. t. Be Adventurous, Creative, and Open-Minded, Build Open and Honest Relationships With Communication, Challenges the status quo or common wisdom, Is comfortable with chaos and uncertainty. We want everyone to not be afraid to take risks and to not be afraid to make mistakes, because if people aren't making mistakes then that means they're not taking enough risks. Happy employees means higher engagement, profitability, and low turnover. Open, honest communication is the best foundation for any relationship, but remember that at the end of the day it's not what you say or what you do, but how you make people feel that matters the most. For the latest in luxury brands & exclusive collabs. We use mistakes as learning opportunities. Every company has a unique culture that's all their own. They're a way of life. At Zappos, we place a lot of emphasis on our culture because we are both a team and a family. Our company culture is what makes us successful, and in our culture we celebrate and embrace our diversity and each person's individuality. 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. Learn how we deliver happiness daily. Are you empowering your fellow circle members to process their tensions, improve the structure of their circles by bringing issues to governance meetings, and to drive change? Any and all suggestions as to how this Code of Conduct can be improved will be welcomed! All Zappos payments and other transactions must be properly authorized by management and be accurately and completely recorded on our books and records in accordance with generally accepted accounting principles and established corporate accounting policies. In response to these situations Zappos contacted each customer informing them of the predicament they were in. The best leaders are those that lead by example and are both team followers as well as team leaders. Creating a strong company culture can be difficult, but it's not impossible. 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.. The best team members take initiative when they notice issues so that the team and the company can succeed. Examples of such behavior include derogatory comments based on racial or ethnic characteristics and unwelcome sexual advances. Like all enduring enterprises, Zappos faces the challenge of reinventing itself to strive for longevity and sustainability. Do you encourage and drive change? Additional restrictions on use of confidential information are more fully set forth in the Confidentiality Agreement each of you signed upon accepting employment with Zappos. Be Adventurous, Creative, and Open-Minded 5. The hard part, is committing to the values once they are set. The company offers free shipping, a 365-day return policy and 24/7 over the phone assistance. Gifts include not just material objects, but also favors that go beyond common courtesies usually associated with accepted business practices and that potentially place the recipient under some obligation to any person soliciting or doing business with Zappos. We believe that the best teams are those that not only work with each other, but also interact with each other outside the office environment. It's an endless cycle, and it's a good thing: it's the only way for a company to survive. All inquires or calls from the press and financial analysts should be referred to pr@zappos.com. You must not reveal any information to Zappos or Amazon that would reasonably be considered confidential information or a trade secret of a former employer, unless that information is available in the public domain or you have written permission to use it. We aim to inspire the world by showing its possible to simultaneously deliver happiness to customers, as well as employees, vendors, shareholders and the community, in a long-term, sustainable way. Strong relationships allow us to accomplish much more than we would be able to otherwise. Book an office hour. This further enriches the 6th core value, open and honest communication. Please do not do it. This proves the companies dedication not only to the employees work life, but to their personal well-being. This abstract system eliminates managers and much of the corporate hierarchy in favour of esoteric, philosophical concepts and flat, self-directed leadership. How can your department become more efficient? 20092023 - Zappos.com LLC or its affiliates. We want to create an environment that is friendly, warm, and exciting. In most companies, new ideas have to be approved by a manager or a chain of managers. It is critically important in maintaining our integrity that nobody at Zappos, whether an employee or consultant, be subject to influences, interests or relationships that conflict with Zappos best interests. After this investment, ShoeSite was renamed Zappos, derived from the Spanish word for shoes: zapatos. You may not, without the approval of the Finance and Legal Departments use any Zappos funds for political contributions of any kind to any political candidate or holder of any national, state or local government office. Since our humble beginnings, Zappos has been a customer-obsessed company that focuses on delivering a WOW experience. The Zappos Legal Department is responsible for the interpretation and application of this Code of Conduct to particular situations and will recommend an appropriate resolution of the conflict. Set of principles for determining good and right Conduct ( Willerton,,... Over-The-Phone customer service and how to take ownership as you are a special company, responsible or,. Ranged from Mardi Gras and old-school hip-hop to a lean business model is not a sustainable.. Set of principles for determining good and right Conduct ( Willerton, 2015, p. 60 ) this year we. Of customer information companies, new ideas have to pretend to be away with us to the economic,! 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