Robert Richman on Culture, Open Space and Improv

Robert Richman is a culture architect and was the co-creator of Zappos Insights, an innovative program focused on educating companies on the secrets behind Zappos’ amazing employee culture.  Robert built Zappos Insights from a small website to a thriving multi-million dollar business teaching over 25,000 students per year. Through his work, Robert has been responsible for improving the employee culture at hundreds of companies like Procter & Gamble, Whole Foods and Amazon.  Previously a Zappos spokesperson and authority on employee culture, Robert is a sought after keynote speaker at conferences around the world and has been hired to teach culture in person at companies like Google, Toyota, and Eli Lilly. He has pioneered a number of innovative techniques to build culture, such as bringing improv comedy to the workplace. His new book, The Culture Blueprint, is a systematic guide to how a workplace can help people grow, inspire amazing service, and ultimately drive revenue through amazing culture. More information is available at his website, www.RobertRichman.com.  Culture Culture exists when there are more than 2 people in the room. Culture is about beliefs.  Impact beliefs by experience.  Strong vs Weak Culture Not good or bad cultures — strong versus weak cultures Weak culture is one in which there is not alignment between actions and values folds Strong culture you can walk in and see the values in action without anyone telling them the story Improv Not improv for performance, but applying principles to a group Agree and take to the next level Start with the smallest of acts Practice failing Costs of Weak Culture Unfulfilled promises to employees and customers Lack of trust to bring best self to table Subtle discomfort and insecurity Results of Cultural Experience Emotional Honesty — gives way to open communication when someone is real with you, that’s when you can trust them The Book Improv and open space work best when culture already strong Book is about getting tight into vision and values Basic elements of culture — on boarding, creating leaders, teaching customer service Successful Onboarding Extend time for on boarding Have several people start at same time Create two-way conversations around expectations and what’s needed for success Why Open Space? Culture ownership needs to be on the leaders and the people Open space is team building and strategy session at same time Unlocking creating potential of company If a place like Zappos who usually gets 10-20k calls a day can take a day and turn off phones to work on themselves, other companies can as well. The Power of Stories Story telling is “cultural currency” getstory.com — power of somebody seeing themselves in the story    Related episodes: Ken J, Dan M