Happiness a Problem? Stop that happiness! #zappos

I just watched a story on the CBS Sunday Morning show about Zappos and CEO Tony Hsieh, author of Delivering Happiness (good read, BTW, I coincidentally bought it yesterday and got immediately hooked on the story and Tony's writing style).

Here's what I found utterly amazing about the story. They interviewed a woman from Fortune Magazine who said some very nice things about Zappos but then also said that having too many happy people working for you could be a risk. That their happiness could cause them to not see everything - like that being happy causes you to have blinders on.

I find this to be ridiculous. Is she suggesting we either 1) hire some miserable people so we can get their unique point of view or 2) make some of the happy people miserable?

Happy and engaged employees can, if they choose, be instrumental in helping the organization seek, measure and consider the information they need to make the company better. Happy people can lead the way in learning about what's not working and can show dissatisfied customers empathy. They can LOVE their work and company while vigorously being dissatisfied with the aspects of the work that need to change.

Happy employees a risk? I wonder if the lady from Fortune instantly realized how silly her comments seemed and regretted saying them or if she honestly feels this way. I hope it's the former, for her sake. What life must feel like when you convince yourself that happy employees might not be able to be balanced, business focused, and able to channel their satisfaction to get whatever needs to happen to help the organization succeed.

It's a nutty, nutty, world....

I do get it that the Zappos culture is not for everyone. But let's not assume that this highly charged culture can't be nimble and serious if and when needed. After all, this company was not always a success. They struggled for some time to become profitable and many of these same happy people were instrumental in helping the organization make tough decisions and improve their business.

My 2 cents. Smile on zapponians!

Comments

[davidburkus]

Good post. I just finished reading Delivering Happiness by Tony Hseih from Zappos. Great read. I'll be posting a review soon.

[Tim Griffith]

This is an interesting issue, one that I've seen several times in my own work.

Could there be a difference in the interpretations (and perceived implications) of "happy employees"?

When that woman said "happy," could she have meant "people who are happy with how things are, they way we do them, what we're getting done today"?

Perhaps she was thinking that this attitude, combined with a human tendency to protect the status quo (especially if we like it!) could lead to a lack of proactive innovation, change, and a drive for continuously better results - which could be a very bad thing. Perhaps ambitious change drivers who are never satisfied with the current state (most companies would benefit from at least a few) aren't part of the group she considers "happy employees."

Of course, if this isn't the case...yikes (I agree with you - no need for miserable people)!

What do you think - could this be the case?

[lisa haneberg]

David, we will tune in for your review!

Tim, yes this certainly could have been her intent. I certainly won't assume that the way I heard it was the way she intended her comments to be heard.

What's interesting is that alternative cultures face scrutiny because some can't imagine that a place could be a win-win-win. There must be a downside, some think. And I worry that this is how stuck in the mud leader rationalize using the same old practices that we know don't catalyst the best performance.

[mba]

Hey - great blog, just looking around some websites, seems a really nice blog post.

[Timothy Smith]

Perhaps the reporter meant that the happy people can't get over positive or naive... especially when some bad news comes about?
who knows?

I'm with you though that its a pretty weak to emphasize that with all the good benefits of positivity

Here is my take:
Do whatever you can to create happiness in the workplace.

The litmus test is simple... would you personally rather be around a high energy, fun, positive, ideas sharig person, or be with a negative, frumpy, complaining, woe is me, energy sucking person?

TA Smith, Grand Poobah of Smiles
Smile-Therapy.com