I wrote most of this email last year – to mark last year’s International Day of Happiness.

And while this morning’s grey London skyline resulted in a somewhat underwhelming eclipse experience it’s tie with the coming of Spring, a further visit to FHP’s super Dental Practice in Gwersyllt and the marking of this year’s Day of Happiness made me reflect on what an amazing year it’s been.

All credit goes to the values of Tony Hsieh and his team at Zappos. And also to our super clients who have invested in driving their performance on similar values – on wanting to deliver Wow through service.

The photo above was taken by my youngest sister as we sat in our lounge. As my sister and indeed friends and family would confirm, reading and the sun is complete happiness for me. And though I find reading much more enjoyable than writing I have decided to type today as I would like to share something that has recently made me exceptionally happy.

Last week I had the wonderful opportunity to work with a fabulous Practice in Gwersyllt, Wrexham. The Practice is part of the Future Health Partnership (FHP), a fab concept established by my friend and super Dentist Simon Gallier.

On the drive up I had an opportunity to listen to an audio of Tony Hsieh, CEO of Zappos reading his book, Delivering Happiness. Though I accept that audio does not technically count as reading, I enjoy driving, the sun was out (even as I crossed into the North West) and I felt exceptionally happy.

Everything in the book just made so much sense. I was so inspired that I completed it on the return leg and then wanted to shout about it from as many East London rooftops as possible. However, thankfulIy I remembered that it might be easier, more effective and of course safer, to communicate using email.

There is actually so much in the book that I would like to share that it’s better just to direct you straight to it. Tony Hsieh is also much more eloquent in his writing than I.

However, there is one particular part of the book and the concept of delivering happiness that resonates so much with what I would like to achieve in Practices that I have cited it below exactly it as it appears in the Zappos Culture Code. It is #1 of the Zappos  Family Core Value – Delivering Wow Through Service.

I was smiling lots as I listened to this part of the book. Not only because I felt so inspired but also because I know it can be achieved. I have had the privilege of working in a practice and with a team where this was the culture, where each member of the team believed in doing above and beyond what was expected and each patient was provided with a level of service that was truly exceptional.

I also remember a real occasion when I heard three consecutive patients smile and say ‘Wow’. Since this date I’ve been trying to document what it was that we actually did to achieve this. It felt simple. It felt like everybody had a little magic in them. But it was when on that drive in the sun, whilst listening to Tony Hsieh read his book that I really understood what that magic was – happiness.

So Today, On The International Day To Celebrate That Magic I Would Like To Wish You And Yours Heaps Of It.

At Zappos, Anything Worth Doing Is Worth Doing With WOW.

WOW is such a short, simple word, but it really encompasses a lot of things. To WOW, you must differentiate yourself, which means doing something a little unconventional and innovative. You must do something that’s above and beyond what’s expected. And whatever you do must have an emotional impact on the receiver. We are not an average company, our service is not average, and we don’t want our people to be average. We expect every employee to deliver WOW.

Whether internally with co-workers or externally with our customers and partners, delivering WOW results in word of mouth. Our philosophy at Zappos is to WOW with service and experience, not with anything that relates directly to monetary compensation (for example, we don’t offer blanket discounts or promotions to customers).

We seek to WOW our customers, our co-workers, our vendors, our partners, and in the long run, our investors.

Very best wishes


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