How many times have you heard the hackneyed phrase 'people are our most important asset'?  Let's be honest, we all know this is usually just so much worthy corporate talk and, when the chips are down, this 'asset' will be the first out of the door when sales drop.

Following my series based on the inspiring Delivering Happiness by Tony Hsieh, CEO of the billion dollar Zappos online retailer, this article looks at the way their company culture and the value they place on their staff has contributed to their considerable success.

Hsieh is honest that the culture came about largely by accident to start with. He hated the fact that his previous business and spiralled out of control as it grew, and that he hardly knew the team; he decided that would never happen again. However, there was initially no structured plan and the culture just grew on it's own.

The turning point came when they started to grow at a pace and the question arose as to how to find people who would fit in and contribute to the business. The result was the birth of the Zappos employment 'speed dating' technique, run by members of the team and which surely has to be one of the most extraordinary interview processes I have ever come across!

Initially the culture was just 'understood', but the need to articulate it became clear and now the team all buy in to a set of written and agreed 'values' that include a responsibility to develop yourself, and to be 'a little weird'!

Manifestations of their culture, from a business point of view, are:

1. Finding the right people is a top priority. Culture and values first and team members have to be passionate about what they do; the philosophy is clear, the culture fit comes first, skills second. Radical stuff.
2. Customer service is a priority for the WHOLE company and not just a department. The company culture celebrates great service from top to bottom.
3. Creating moments of 'WOWness' internally and externally is a company obsession. For customers, suppliers and fellow team members.
4. Staff are fully 'empowered'. This is not just a worthy word, it's a total way of working where staff at every level can make decisions, changes and improvements.

No wonder Zappos was voted "Best company to work for" by Fortune Magazine.

As the business owner you may well be the creator of the your business's purpose and vision, however it is your team that actually delivers it to your customers. Can you honestly say that your company philosophy and values fully express your business vision? Are your staff even aware of your vision? Could you express what your team values are?

Zappos are quite clear on this. They are in no doubt that their company culture drives their services, which differentiates their business, which creates loyal and profitable customers. It's simply a direct link from company culture to the $s on the bottom line.

Worth thinking about I'd say.

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