When I’m coaching a team or an individual, I’ll ask them to tell me their mission statement. More times than not, they’re unable to do so. Reason? Their purpose is an empty collection of words. Nobody believes it.

Photo courtesy of Martin Pettitt

Photo courtesy of Martin Pettitt

Today’s post is about an electric company that’s in a boring business. They sell zapatos. The spanish word for shoes.

I have a big foot. How big? Size 16. Some shoes run small, like New Balance, so sometimes I purchase a 17.

Some of you are saying, “Yikes, what a big foot!” Heh! I’m 6’5″ for crying out loud!

Internet commerce has opened up the world to those of us who are big, tall, short, and wide.

I prefer to purchase my foot gear through local providers though sometimes they don’t have exactly what I’m looking for.

When I do need to go online, I purchase most of my foot gear through Zappos.

They have a wide selection, great prices, and deliver a unique buying experience.

Zappos mission statement is “To provide the best customer service possible.” In fact, if you go to their web site and look under their logo, it says “Powered by service.”

Zappos goes a step further; they have a code of ethics:

  • Deliver WOW Through Service
  • Embrace and Drive Change
  • Create Fun and A Little Weirdness
  • Be Adventurous, Creative, and Open-Minded
  • Pursue Growth and Learning
  • Build Open and Honest Relationships With Communication
  • Build a Positive Team and Family Spirit
  • Do More With Less
  • Be Passionate and Determined
  • Be Humble


Did you see the code of ethics flowing through each of the employees veins? You can’t fake that authenticity.

Tony Hsieh, CEO, is an authentic leader that talks the talk and walks the walk. Instead of calling himself and other leaders in the company ‘executives,’ he calls them monkeys. ๐Ÿ˜‰

Wouldn’t you want to work for or build a company like Zappos?

In future posts, I’ll write how Zappos creates a culture where employees and customers are raving fans.

What do you think of their code of ethics? I’d appreciate your comments.

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