I must admit: Zappos knows how to have fun. For Halloween, they held a bingo and donuts party for employees and held a scary film festival. My hat is off to those lucky Zapponians who get to spend the holiday season working hard and playing hard.
Part 3 of a series.
Zappos Core Value #3: Create Fun and a Little Weirdness
Yesterday, I discussed driving and embracing change. Thinking about all the changes I’ve been a part of at my various places of employment, I would have to list changes in management, changes in technology, changes in procedure, even the time I had to lay off half my staff. Surprisingly, however, one of the most difficult of all the changes I had to implement involved fun.
When I was a supervisor in a large call center, management decided to adopt the FISH Philosophy. Based on the way the fishmongers at Seattle’s Pike Place Fish Market (it’s worth it to click that link just to see the photo of the customer kissing a huge fish) achieve happiness, the philosophy includes four basic tenets: Be There, Make Their Day, Choose Your Attitude and Play.
I remember reading over the material I was given and being astonished. The first three principles I could certainly understand. But play? Play? At work? It didn’t make any sense to me. Play seemed like the exact opposite of work. Children don’t have to work; they get to play instead. Back in my education courses, the professors liked to spout the platitude “Play is the work of children.”
But we’re all adults here! And we have a job to do! Wouldn’t play take away from our mission of serving our customers? Even after I viewed the video of the fishmongers throwing fish and making jokes with the customers, it all seemed just a bit over the top. And how on earth would we translate this to a busy call center? What exactly should we be throwing across the aisles and cubicles? Surely not stinky fish!
Management gave the trainers little rubber fish to play with, and some of these found their way into the hands of the supervisors. I actually had my team throwing these back and forth for a while, until the day that I myself accidentally hit an operator in the head with one while she was on a call. Fortunately, she was a good sport about it.
There had to be another way to “play at work.” When the supervisors and trainers put our heads together, we eventually came up with things like holding little parades to acknowledge accomplishments, hosting cubicle decorating and trivia contests and choosing a silly word of the day. Pizza, Krispy Kremes, candy. Just little things to lighten the mood. If you’ve ever worked in a call center, you know how desperately this is needed.
When you work in law and government, as I have done for the past decade, play seems to factor out of the process. The conservative nature of these fields makes me wonder if the denizens thereof were deprived of a play gene in utero. Were they ever kids?
I am encouraged by the stories I regularly read about the way play has been incorporated into the workplace within the tech industry. My nephew, who is an engineer in Silicon Valley, confirms that there are ping pong, foosball and air hockey tables, hallways turned into putting greens, impromptu hackey sack games, employees sliding down a firehouse pole instead of using the stairs, and employees’ dogs who are there so regularly that everyone knows them by name. It pains me to think that I am missing out on this stuff.
In the words of Dick Van Dyke, “I am a child in search of his inner adult.”
Business journals like to write about how the youngest generation of employees, the millennials, expect these kind of distractions and diversions. I say why not? And even though I am a COG (Certified Old Guy), I too would like to participate in such good times at work. For one thing, it would be a huge stress reliever. For another, why should the younger crowd have all the fun? Hey, wait for me! Geezers just wanna have fun! (If you’re reading this, Cindy Lauper, forgive me.)
My knees may not allow me to skateboard down the corridor anymore, but I promise I will whip your butt at ping pong (or run out of breath trying).
And don’t roll your eyes if I break out into song right at my desk. If I try to imitate George Strait and it comes out sounding more like a croaking frog, please feel free to lob wadded up paper at me. It won’t stop me, though. Oh, and if you can’t hear my caterwauling, just look for the workstation decorated all in orange, a color that never fails to lift my spirits.
Are you listening, Zappos?
Tomorrow: Core Value #4 – Be Adventurous, Creative and Open-Minded