Tour of Zappos HQ

Zappos is a company we’ve talked about a lot on Service Untitled (including an interview with the founder and CEO Tony Hsieh), so earlier this week when I was in Las Vegas for the first time, I made sure I got a tour of the Headquarters in nearby Henderson, Nevada.

The tour was really interesting. Unsurprisingly, the Zappos offices don’t resemble a typical office or call center. And the employees working in the Zappos office also don’t resemble the people you see in an average call center. The main difference? They seem very happy to be working at Zappos. I think you’d have a difficult time finding a call center with as many happy people as I saw walking around the Zappos headquarters. The place looks like a fun place to work and as followers of Zappos (and readers of Service Untitled) know, they clearly do things very differently than a lot of companies.

Some interesting tidbits from the tour:

  • All employees go through Customer Loyalty Training and are taught how to use the company’s various systems. That way, when the holidays come around, every employee can pitch in during their down time or if they want, work some overtime, and help out. Cross training helps make it so Zappos doesn’t have to hire as many temporary service employees.
  • Employees move cubicle locations every six months.
  • Customer service employees are divided into teams by mediums (phone, live chat, and email) and then each team is further divided into groups of about 15 or so with a team lead. Team leads sit at the end of each row on a larger desk. Live chat has been the company’s fastest growing medium.
  • There are no offices at the company and everyone, including the CEO, sit at a cubicle. I also didn’t see any executive conference rooms.
  • Zappos gives tours to approximately 100 people per day, sometimes way more.
  • Most employees are paid hourly, but all have access to the cafeteria that has free light meals and snacks and hot meals available for $3.00. The vending machine is $0.25 and proceeds are donated to charity. There are also unlimited free drinks available.

I’ve included a bunch of pictures after the jump. I’ve also included comments and further information with each picture. Click “read more” to see the gallery with photos and comments. To see a larger version of a photo with comments, just click on the photo. To see the full size version, click on it again.