“You name it. I make it happen.” That’s what Rosalind (Roz) Searcy said when I asked her what she did for her employer, Zappos.com. I’ve met thousands of employees. I speak at their companies, conferences, or interview them for my columns and books. Most employees like their jobs and they’re grateful to have a job at a time when millions of people do not. In rare cases I meet employees like Roz, who are passionate, happy, enthusiastic, and inspired day after day and year after year. In my opinion Roz Searcy is America’s happiest employee.
I met Roz two years ago when I visited Las Vegas and requested a tour of Zappos.com headquarters in Henderson, Nevada. Zappos.com is consistently rated as one of the best places to work in the country and has built a reputation as the gold standard in customer service. I wanted to learn why so I could share the lessons with my readers. Roz showed up in a shuttle to pick me up from my hotel on the Vegas strip. I was the only one on the shuttle and Roz had no idea that I was writing a book. I soon learned that Roz picked up anyone who wanted to visit Zappos—vendors, journalists or customers.
“Why did you pick me up? I could have taken a cab,” I said. “Don’t be silly. We treat our customers like family,” Roz responded. “If you had a family member in town, wouldn’t you pick them up from the airport or hotel?” I thought Roz was the happiest shuttle bus driver I had ever seen. It’s what happened next that really surprised me. Roz parked the shuttle, walked inside the building, and took her position behind the front desk. Roz was the receptionist, yet she gladly volunteers to pick up guests as well. “From the first day I walked in the door [February 22, 2005] I knew it was the place I was going to work for the rest of my life,” Roz told me.
Two years later, December 2012, Roz is still working at Zappos, happier and more passionate than ever. One of her colleagues told me, “I’ve never seen Roz in a bad mood. As a matter of fact, the day I came to Zappos for my first interview, Roz was in her previous role as the front desk receptionist and she not only made me feel welcome, she made me feel like I was the most important visitor to the office that day—which I can guarantee you I wasn’t.”
Zappos.com is an independently run subsidiary of Amazon with nearly 1,300 employees. In September 2013, Zappos will relocate to its new headquarters in downtown Las Vegas. Roz has a new role that fits her perfectly—as a member of the downtown community team her primary function is to get to know every business owner downtown and to build relationships between Zappos and those businesses.
Here are five reasons why Zappos inspires Roz and hundreds of happy employees.
Hire for cultural fit. Everyone I met at Zappos had a friendly, outgoing personality. From Roz to my tour guide, everyone exuded passion and enthusiasm (see the video below that I recorded with my smartphone).
Zappos CEO Tony Hsieh told me that the company hires for cultural fit. For example, one of Zappos’ core values is to “create fun and a little weirdness.” Zappos managers ask potential employees, “On a scale of one to ten, how weird are you?” The number is not as important as how people react to it. Zappos looks for people who have fun, have passion and personality, and are committed to customer service.
“At Zappos, I’m allowed to be myself,” Roz told me. “I have a strong, bubbly personality. Zappos supports me and encourages me to be me all the time. At the company I worked at before, I couldn’t be as open and personable as I am today. At Zappos I stay at a level nine or ten all day long!”