The Zappos Experience: 5 Principles to Inspire, Engage, and WOW

PRINCIPLE 5Play to Win

The master in the art of living makes little distinction between his work and his play, his labor and his leisure, his mind and his body, his information and his recreation. … He simply pursues his vision of excellence at whatever he does, leaving others to decide whether he is working or playing. To him he’s always doing both.

—JAMES MICHENER

In my book Humor, Play and Laughter, I suggested that play is a powerful tool for alignment and social cohesion. Unfortunately, many business leaders haven’t accepted that premise. If asked, many managers would answer that the opposite of black is white and the opposite of work is play. At Zappos, however, leaders see work and play as being intertwined. Chapter 10, “Play Well,” focuses ...