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Tour of Zappos and more

Last week, as part of my continuing research on happiness and well-being (part of #dohappytoday), I was in Las Vegas (my hubby was attending a motorcycle auction).  We scheduled a tour of the fulfillment center, Zappos, (http://tours.zappos.com) and met with a Happiness Alliance colleague (www.happycounts.org) about the work she is doing through Lift Up Las Vegas.  I learned a lot from both the Zappos experience and the conversation with Alice Edwards.  Here's my quick summary:

From Zappos--where the WOW! culture is working to deliver happiness via a happy workplace.  I think many of these elements could be implemented in any workplace!!

• Inspirational quotes from diverse thought leaders are on walls and elevator doors.  NOTE:  Zappos is located on an eight acre campus that was formerly the Las Vegas City Hall and jail.
• The jail has been transformed into a 24/7 work out/fitness center with "mother care" rooms nearby where new moms have access to free breast pumps.  Child care is not provided, but kids and pets (pets are vetted through a work team) are welcome.
• Three full-time Life Coaches offer paid for 6 week life coaching classes for all employees.
• Walls are splattered with plexiglass work design boards, book covers (recommended as part of their company university.  See www.deliveringhappiness.com/zappos-core-values
• "Funengineers" help plan "dream experiences" for employee teams.
• Customer Loyalty Teams (CLT, i.e. call center employees) are encouraged to have unlimited customer call time and promote "personal emotional connections."  Based on the customer call, an employee can send Zappos gift cards, various freebies, even arrange a Zappos party for the customer if the employee feels the customer needs some extra happiness in his/her life.
• Compared to the average one year term for call center employees, Zappos CLTs average five years.
• It can take up to 84 days to "hire" employees; they complete a 5 1/2 week training course (IT folks also learn how to be a part of a CLT) and, upon graduation, new employees are greeted into the company with a "parade" hosted by other employees.
• All employees are full-time.  Hourly earnings are $10.00/hour during training; $14.00/hour after graduation and pay increases are decided by the teams/circles as part of their management approach:  holacracy www.holacracy.org
• Benefits include complete medical, dental, workforce housing benefits, health management and wellness education and training.
• There are multiple ways to earn Zappos dollars, purchase prizes for doing WOW, giving coworkers monthly WOW bonuses.
• Free snacks, free ebook downloads (for participation in the company university).
• Lunch areas have free or less than $5.00 healthy menu choices with ping-pong, miniature golf, and bikes to check out (with helmets provided) to do meals in the city.
• Self-management and peer-training are the tools for team-building.
• Work cubicles are decorated per each individual and employees are identified by Zappos-styled "license plates" that mark years of employment.
• Work areas have designated local charity donation boxes that are determined monthly by circle teams.  Teams get bonus points for volunteering in the community.

From my conversation about LiftUp Vegas:

• Though the Vegas survey (via the Happiness Alliance) has been promoted since November, few have responded.  I suggested the "donation" button may be suggesting a donation is needed to do the survey--which it isn't.
• Although the survey produces a happiness profile (I have done it twice), and offers links to PPT slides on how to increase one's happiness, there may need to be a quicker "gift" in response to doing the survey--maybe an emoji sticker.
• Alice is hoping Las Vegas can become a Blue Zone City.  This was the biggest "aha" for me--I think Tucson, our region, other parts of Arizona can become part of the Gallup-Healthways Blue Zone Project www.bluezonesproject.com 
• Alice has a strong technical background and is familiar with the holacracy software.
• Her ideas include setting up a platform for a web-based "white labeled" well-being and happiness app.  While much of this info is beyond my understanding, I wonder if folks at StartupTucson  might be interested in this www.startuptucson.org
• NEXT STEPS for LiftUp Vegas--build up the current survey, expand well-being classes, increase online technology, partner with other happiness and well-being groups.

So, yes, there is more to do, see, and learn about in Vegas than poker, fancy food, or expensive celebrity shows!!