I have only one complaint about this book: it’s so good that I can’t see how I’m going to fit what I want to say into just one post.
Bought because I heard so many people talking about it and about the author, Tony Hsieh (pronounced Shay), I figured it would make a quick read on my flight back from speaking in Chicago.
No way. This book is worth studying, underlining, highlighting, note-taking and absorbing.
I don’t know the author personally and have never purchased shoes or anything else from the company around which this book focused, Zappos.com. So, I knew nothing about them or about him other than the names.
The Title is Delivering Happiness, which is exactly what Zappos.com does. Shoes and their other items are what John David Mann and I refer to in Go-Givers Sell More as their “MacGuffins.” In other words, while shoes and such are the objects around which Zappos.com revolves…they are not what the company is actually about. The subtitle is A Path To Profits, Passion, And Purpose. Very accurate, as well. Though, like practically all great and outrageously successful leaders (and, make no mistake, the 35-year old Hsieh is both), he focused first on taking care of his people; both internally and externally even before all that.
The first part of the book is fun and interesting, and provides insight into the author’s mind and how it works, but at a certain point it accelerates into an entity where pretty much every page becomes loaded with life-enhancing and business-changing “A-Ha’s.”
…..it’s now 30 minutes later and after racking my brain on what to share from the book…..
If you don’t mind, let’s look at a core aspect of the author’s/company’s success. In doing this, however, first understand that they had a goal of $1 billion in gross merchandise sales in 2010. They accomplished it…in 2008!
According to Tony Hsieh:
“Looking back, a big reason we hit our goal was that we decided to invest our time, money and resources into three key areas: customer service (which would build our brand and drive word of mouth), culture (which would lead to the formation of our core values), and employee training and development which would eventually lead to the creation of our Pipeline Team).
“Even today, our belief is that our Brand, our Culture, and our Pipeline are the only competitive advantages that we will have in the long run. Everything else will eventually be copied.”
In Delivering Happiness, you’ll find out exactly how Tony and his leadership team elicited the type of employee buy-in and raving consumer fans that has become legendary; experienced to this degree by only a handful of companies ever. Hint: You’ll find the words “Core Values” and “Customer Service” to be prevalent. And, yes; those words can often be as overused as “think outside the box” (which, fortunately, you won’t find). The difference here is that they figured out the what and the how of those concepts, and they implemented them.
Mistakes? They made their share and the author willingly shares them with us. However, they did a lot more right. Mainly they decided what they stood for; what exactly their values were. And, once they did, they did not allow anything to take them off course. While this tough stand created some tense and dangerous moments; not to mention a loss of some immediate revenue, it rather quickly led to a financial success uncommon in these or any times.
Hmm, focus on providing immense value to everyone whose lives you touch and you’ll make money. Provide that immense value to the lives of many, and you’ll make a lot of money. This is what Free Enterprise is all about. And it’s exactly what Tony Hsieh and Zappos.com does.
This book is so deep and wonderful and terrific, unfortunately this review simply did not do it justice. So, I hope you’ll purchase it and enjoy it as much as I have.
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Bob,
Great review. I read this book while on a 4 week holiday in Europe this summer. Couldn’t put it down. Frankly, it’s GOLD. Rarely will a CEO of a mega-successful company share so much about the “how and why” they are successful, but in this case, it’s actually part of Tony’s & the Zappos core philosophy! I’ve already suggested (given) this book to several CEO’s/Presidents of companies. I know I’m pushing some of the ideas strongly in our companies.
It’s relevant, current and if the ideas fit your intended/current company culture, the info (if implement) could IMO not only be very profitable, but could help a company set up their legacy path.
I was so excited by the material/ideas in the book, both my wife and 17-year old daughter read the book on the same trip! Good to have everyone on the same page. 😉
Awesome stuff Bob!
-Art Jonak
“Character is fate.”
Bob,
I couldn’t Agree more. Tony, has done his core share of Grunt Work in imbibing these CORE Values onto himself and spreading it on his people. Coincidentally, Yesterday I posted his Q& A from American Express’s Open forum in my Blog. Quite Interesting Interview.
Bob, you have written an Excellent review about it. Definitely, People who don’t know Tony Hsieh, your review has given a clear Picture.
Regards
Suresh
http://dreamcastle007.blogspot.com/2010/07/want-to-know-secret-to-happiness.html
Thanks for sharing this book with us, Bob! I’ll have to check this out 🙂
Art;, thank you. You said it a lot better than I did!
Suresh, thank you. Much appreciated! And nice interview.
Shae, thank you. Knowing you, I believe you’ll enjoy it very much and find it to be of great value!
Hi Bob,
It’s one of my favorite books this year and we’re fans of Zappos. I first read about Tony in Fast Company years ago and was in awe by his maturity and success at such a young age. As a company, I love their customer service and their core values. That should be a standard for every business. From a personal story, I can totally relate to his Asian upbringing which I was literally cracking up reading it. You know, the part about the parents comparing their children (bragging rights). It was truly like a flashback into my own childhood, lol. Great review, B!
Janette
Bob, you are turning me into a readaholic. I will buy this one today. Have you read Firms of Endearment by Disodia, Sheth and Wolfe? I am interested to see how Zappos fits their model. Thanks for being such a great source of inspiration to grow.
I had been a customer of Zappos for the last 6 +/- years and was inpsired to sell to them because of their outstanding service. We have been selling them watches for the last 2 1/2 years and I can tell you, that from my 20 years of experience in the business, that I have never had a customer treat us the way Zappos does. It makes us want to work that much harder to make their business a success. I am here to tell you that he not only talks the talk, but walks the walk, treating everyone the same including his employees, customers & even vendors who have the privelege of doing business with them. His approach is not textbook stuff that business schools even teach…it comes from his heart…
I have met Tony twice, including his book launch in NYC last month. I cannot even begin to explain the impact his philosophy has had not only on me, but on our entire organization. I read the book in 2 days (slow start that picked up with invaluable insight) & am in awe of his approach to life, people, business.
I have already given 5 copies of the book out to others in our company, including our CEO & COO who have also been sparked by Tony’s attitude. This is a must read for everyone…Hope to even get my 16 year old son to read it.
I recieved this book last week, and looking forward to start reading it.
Hi Bob, I’ve seen him on youtube or somewhere, including the Zappos commercials. What a great company to follow and learn from! To read you post an article about it is something.
God bless
*Jeannie
Hi Bob,
I ordered this book from the library. Unable to wait for it, I decided to buy it for my personal business library. I am glad that I did. I will be gifting this book often because I think it holds the answers to many of the questions aspiring companies are asking themselves in the pursuit of positive outcomes for themselves, their companies, their clients and most importantly their teams.
In my opinion, Tony is one of those brilliant self-actualized individuals Maslow describes in his Hierarchy of Needs. He has transcended being motivated by money etc. I was so transfixed by his “character” that I simply could not put the book down. I highly recommend this enlightening book to anyone wanting to positively transform their business.