SHOES OPTIONAL Hey there. Here’s how to get started at the ‘zoo.
What’s Inside WELCOME 4 WHY WE’RE HERE AND WHY WE LOVE IT 4 WHY YOU’RE HERE 6 WE LOVE ENERGIZERS 8 SHARE YOUR SMART & HAPPY! 8 WHAT WE DO 10 OUR BUSINESS MISSION 10 HOW WE GOT OUR NAME 12 OUR BRAND, OUR PROMISE 14 OUR CLIENTS 14 WAYS OF WORKING 16 BEING A GOOD CONSULTANT 16 STEWARDING OUR CLIENTS’ INVESTMENT 20 BEING HONEST 20 CULTIVATING PATIENCE 21 BUILDING TRUST 21 MAKING FRIENDS 23 HAVING FUN! 23 THRIVING IN A LEARNING-MINDSET ORGANIZATION 24
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CAREERS AT TAHZOO 30 OPPORTUNITIES 30 REFERRAL POLICY 30 JOBS MATRIX 31 CAREER MOMENTUM 31 GLOBAL POLICIES 32 OFFICE PROFESSIONALISM 33 CONFLICT RESOLUTION 34 COMMUNICATION PRACTICES 36 INFORMATION SECURITY 37 TELEWORK 38 TIME-OFF ETIQUETTE 40 NEW OPPORTUNITIES 41 LETTER FROM BRAD 42
TABLE OF CONTENTS
FEEDBACK LOOPS 26 VOICE OF THE CULTURE SURVEY 27 TIMELY & CONTINUOUS ASSESSMENTS 28 POST-MILESTONE EVALUATIONS 28 ANNUAL REVIEW CYCLES 29
Why We’re Here And why we love it... Have you ever dreamed of belonging in an organization where people truly care about each other, are interesting & interested in change, have great character, and love to generate & share ideas? That’s why Tahzoo was founded! Before our founder Brad Heidemann wrote his business plan, he decided this company would run on these values: • If you care about your employees and you care about your customers, you will have a company worth caring about • We believe in the marketplace of ideas • We want to work with interesting people who are interested in change • We hire smart and happy people • We hire for character over capability Each person who belongs here engages, each day, in ways big and small, in decisions and actions that show the most important reasons why Tahzoo hired them. We prefer great human beings who are generous with their skills and abilities.
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Early mentors of Brad’s were members of the Nordstrom family. Nordstrom’s customer service excellence is legendary, and the reasons are simple: attention to detail and individual empowerment. At Tahzoo, we want you to be the person we hired – outstanding in your field and a natural at embodying our core values in everything you do. Like Nordstrom, we don’t believe in lots of rules. Because of who you are, we know just this one will do: use good judgment in all situations.
Why You’re Here
We Love Energizers Energizers inspire and motivate – it’s who they are. They’re creative and generous. They flow well with change. They rarely point out problems with anger or aggression; they really try to understand and then be part of a solution. Energizers: • Are genuinely enthusiastic - it’s who they are ‘deep down’. • Are very attentive and present when you need them. • Are active and work hard. • Are the ones everyone wants to work with. • Find ways to solve problems. • Look for the possibilities. • Do what they say. There’s no connection between being an energizer and being introverted / extroverted. A person can quietly energize, and viceversa. Energizers don’t necessarily ‘act’ more energetic; they make YOU FEEL more energetic. They lift your spirits when you’re down,
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Share Your Smart & Happy Smart & Happy is our cultural tagline but more: it’s what we saw in you when we hired you! We encourage you to write posts for our blog, contribute to the monthly internal communications, inspire others with your ideas. Share your colleagues’ writings with your networks... they’ll share yours too. We want the world to know you’re amazing!
inspire you when you’re stumped, bring clarity when you’re confused. They make going to work better because you get to interact with them. Have you met one lately? Are YOU an energizer? If so, thanks and we are glad you are here!
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Our business mission is to establish and grow relationships with Fortune 500 customers. As we bring various service offerings to our clients – consulting, digital marketing, experience design, technology implementations, etc – it’s all in service of their digital transformation. Enabling our clients to deliver the best service and the best experience to their customers. As an added bonus, all along the way, our clients get to experience what we know: working with Tahzoo means that a bunch of Smart and Happy people will help you be successful!
2. WHAT WE DO
Our Business Mission
How We Got Our Name In 2010, this company Brad Heidemann had founded needed a name. He had some criteria. It must have six letters with two syllables, sound vaguely familiar and slightly whimsical. It could not mean anything… no “Brad’s digital marketing agency”. Most importantly, it needed good search equity in the first 3 letters; it couldn’t start with the letters “MIC”, for example, or it would never appear in search engine results because Mickey Mouse and Microsoft would always have the first twenty pages. Mulling over this at Starbucks in Bethesda, MD one day, Brad’s attention caught upon a box of Tazo tea. Hmm… Ta-zo. That combination of letters had special appeal. Brad experimented with adding other letters and then it clicked: Tahzoo! He unveiled it at a company barbecue for the original team and they liked it, as did an executive from our first client DIRECTV, who later gave the name to her dog!
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2. WHAT WE DO
Our Brand, Our Promise We help our clients make money, build deeper relationships with their customers and effectively compete against technology enabled startups. Our results, deliverables and service must exceed our clientâ€™s expectations. We consistently approach our clients with new ideas about how to improve their business. We know we are doing well, because our clients are excited about continuing to spend money with Tahzoo. A consequence of doing these things well is that we are paid a premium for our services.
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Our clients are organizations offering long-term customer value, really becoming part of their lives. They also have long-term solution vision. They usually operate on a fairly large scale and want strategic digital transformation. They’re a good fit for our expertise and vision in CX (Customer Experience) Strategy, Data-driven Insights, Content, CMS, DAM, MA, CRM, Managed Services, etc. The earlier we’re involved in their thought process, the more we can leverage Tahzoo’s key technological partnerships for breakthrough outcomes.
2. WHAT WE DO
Being A Good Consultant Brad says the best consultant is like being a good doctor. Imagine at an annual checkup, you’re told you’re in good health with the possible exception that your blood pressure is a bit too high. You start an important conversation with the doctor about how to manage the situation - what are your options? How serious is this? Do you need to do something or just to wait? What’s the optimal timing for treatment? Do we need more information to make a good decision? Your doctor is intelligent and engaging… you always feel great when you spend time with him. He’s interested in you personally and you have a great rapport. Although he’s super busy, you never feel like he’s rushing with you. He’s fully present; you never see him check a phone or email while you are meeting. There’s no doubt he’s smart, you know it, because he’s willing to take the time to explain things to you. He entertains all your questions, even if they’re obviously misplaced or counter to his guidance. He helps you understand the issues so you can make good choices. It’s obvious he takes pride in educating others without trying to build his own ego.
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When it comes to treatment, you talk options, benefits and risks at any level of detail that’s important to you. Your doctor isn’t shy on opinions or recommendations, in fact he’s quite firm in his point of view but the process of deciding is collaborative. He doesn’t just lay out the options and then go with whatever you want; he takes responsibility for ensuring a positive outcome.
3. WAYS OF WORKING
He explains to you how he’s going to diagnose an issue and how together you’re going to use the resulting data/information to make a good decision. You’re never confused about the process or what to expect next. You feel like you’re going on a ride. He’s driving of course, but you’re never surprised. Like the comfort you feel when you hear a song and you know what the next note is going to be, its cadence.
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• They personally care about their clients; • They freely share their relevant knowledge and experience • They aren’t shy on opinions or recommendations • They make sure their clients know how things are going to get done • They take responsibility for the outcomes We want our clients to feel the same comfort and confidence in us as consultants. While we’re growing and nurturing the relationships, we have to keep in mind that everything we do or say is being weighed heavily. Remember the five principles of being a great consultant, while you’re building trust with our clients.
3. WAYS OF WORKING
To sum it up, good consultants do four things really well:
Being Good Stewards of Our Clients’ Investment When we enter into a contract with a client, our related time becomes theirs, our related expenses theirs. While we work toward fulfilling Tahzoo’s promises within the parameters of the contract, billing our time and expenses accurately, we’re trusted to spend time and money judiciously. That trust means a lot to us; each of us must be worthy of it. Those of us in support roles must do all we can to support the delivery team responsively with the tools and information they need to be effective and efficient. We’re all in this together. Our customers are trusting Tahzoo with their careers.
Being Honest Honesty requires courage. Good consultants have opinions and in a respectful way they share their perspective and experience. If the primary goal is to ensure the clients success, then they need to hear from you what you really think based on your professional expertise. The better the communication, the stronger the relationship.
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The work we do is hard; we are agents of change. Our clients built successful businesses over a long period of time. Although technology and consumer expectations are changing rapidly, our clients are working hard to catch up. Be patient, take the time to explain things and remember changing how a company works is a huge challenge. Managing change is about leadership, it’s your job to provide the leadership necessary to cultivate the relationships and trust to drive change.
Building Trust The strength of our company can be measured by the quality of internal and external relationships. Brad often says that “trust is a function of consistency over time”, not something that can be assumed or demanded. It’s built by making and keeping agreements while staying true to character. Let’s be predictable in the very best way. Our clients need to know that you and Tahzoo will be with them through and through.
3. WAYS OF WORKING
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Your work is important but friendship creates a basis for trust. We’re a company full of smart and happy people… share your happiness, be friendly and get to know your client and make sure they know you care. Caring (one of our core values) isn’t defined by how you feel, but how you act. It’s committing wholeheartedly to your client’s success, treating them with respect and doing your best work on their behalf. You find a higher purpose in your relationship with them.
Having Fun Find the joy in your work and share it. Enthusiasm is infectious and sometimes your client will need your energy. All great relationships have an element of fun. Smile, laugh and find reasons to celebrate!
3. WAYS OF WORKING
Thriving in a LearningMindset Organization Tahzoo has hired people with the drive and skills to perform to the highest levels. Of course, when it comes to delivering our work product, results for our clients are what matters. That said, in managing and evaluating our own performance, we embrace progress-based thinking, rather than a good/bad, right/wrong, perfect/poor mindset. We all want to be better, no matter how good we are. Excellence has no ceiling. Strive to be a little better every single day. Tahzoo will always value, encourage, and reward personal as well as organizational growth. We hope you will ask yourself: “How am I doing now compared to how I was doing before? How can I do even better?” Even more importantly, ask: “How well am I coming through for my colleagues?” and “What can I give to help make my team even more successful next time?”
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See more about our formal feedback systems from your manager. Also, read on to Feedback Loops!
3. WAYS OF WORKING
Comparisons create mindsets and mindsets change performance. We do provide performance assessments as one way of letting you know where you stand with regard to your manager’s and peers’ expectations of you in your role and as their colleague. We hope you’ll find these to be helpful, yet that they’ll be just a small part of the insight a feedback-rich environment will facilitate for you.
View from Smith Tower Seattle, WA
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Each week, a survey is sent to all employees globally. It contains recurring weekly questions and rotating quarterly questions pertaining to each of 4 themes: engagement, trust and esteem in leadership, pride in Tahzoo and effective flow of communication. Responses are read weekly by the CEO and consolidated quarterly to gauge and communicate back how weâ€™re doing for our employees. Contribution to this survey is a must here at Tahzoo because we truly care about whatâ€™s going on for you.
4. FEEDBACK LOOPS
Voice of the Culture Survey
Timely & Continuous Assessments We assess to evolve. We believe the best way to evolve is by continuous & interactive observation & application of lessons learned - learning from our experience!
Post-Milestone Evaluations After each deliverable, milestone and project completed, teams are encouraged to discuss the quality of the process they followed and the product delivered, agreeing on what can be done even better next time and planning for it. We count on you to contribute to this process â€“ it canâ€™t happen without you!
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Tahzoo provides an annual performance review with a rating, to let you know where you stand. This also allows Tahzoo to be as objective and fair as possible in distributing merit pay increases and other individual performance rewards. The annual performance review process and timing may vary according to your role and regional location. Please ask your manager or a member of the Human Resources team for more information.
4. FEEDBACK LOOPS
Annual Review Cycles
Opportunities There are many opportunities for career growth at Tahzoo. Though weâ€™re still too small to promise a vertical career path, we DO promise that if you outgrow your current role, weâ€™ll help you identify your next desired opportunity within the company. We want to help design your career and prepare you for your next step at every opportunity.
Referral Policy We love referrals! The best source of new employees are almost always referrals. Please direct any referrals your local HR team and discuss the applicable referral rewards policy.
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Each position has a Global Job Level (GJL), Organization affiliation, typically associated roles and – for each role – skill sets/levels and key performance indicators. You can inquire with HR as to where your current position is situated within these categories, and what potential next steps could be, based upon your interests and career goals.
Career Momentum Assessed employee performance levels and time worked in a position are correlated, to indicate different priority levels from Tahzoo’s perspective, for an individual’s exposure to a next career step or position. This helps Tahzoo to strategically encourage our very talented colleagues to experience the growth and learning they desire, at optimal points in their career.
5. TAHZOO CAREERS
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As the title of this book implies (‘Shoes Optional’), we aim for a relaxed and fun office ambiance that fosters creative flow and innovation. We appreciate your individual sense of style and presentation. Basic consideration applies; we only ask that your personal presentation not be distracting or offensive to the average individual in a professional setting. You should be clean, respectfully-dressed and groomed, free of unpleasant odor. When you interact with clients in-person, please follow their dress code or dress slightly more formally than required. ‘Vaping’ should be treated in the same way as smoking - none inside the office. Music is great - Please keep your volume low, or use ear buds. A dog in the office? Could be! As long as he / she also follows the rules of office professionalism :-), is well-behaved, and no-one is allergic to the creature or the idea. Please check with a manager first, each time.
6. GLOBAL POLICIES
Conflict Resolution Tahzoo’s core values are guideposts for how we should make decisions when conflict happens. They’re standards to apply to specific situations to facilitate quicker outcomes. For example: caring for our customers and employees is our first value, so any decision putting that value at risk is off-the-mark. The first step in resolving conflict is to apply our values to the situation and make a decision. Both Saint Francis and a master in the study of success (Franklin Covey) said you should seek first to understand and then be understood. Most conflict arises when two sides are advocating their perspective without listening to one another. Understanding doesn’t mean you will agree, but it allows you to find what you do agree on so you can focus on resolving the differences from there. Resolution isn’t really possible until all have felt heard. Mad? Don’t fire off that email (don’t even populate the ‘to’ field). The catharsis from writing it might be enough to calm you. Ask yourself: ‘self, why am I mad?’. ‘Who and what am I fighting for?’ Do you have clarity, more than emotion or self-righteous conviction? Can you
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The word ‘respect’ contains the same root as the word ‘spectacles’; re-spect means re-look! We’re part of groups but we’re individuals – interesting ones! Re-look! Can you allow yourself to see something different? If you’ve tried the above and you do need help mediating a conflict, please reach out to your direct manager or any other leader as appropriate, including HR. Tahzoo maintains an Open Door Policy and zero tolerance for retaliation.
6. GLOBAL POLICIES
review some facts, supporting data, for both sides if possible? If you’re pretty sure something should be addressed with someone, try to talk to that someone ‘live’, rather than through email so you can exchange energy and ideas.
Communication Practices We all have unexpected situations arise, whether it’s an unplanned delay in your morning commute or having to take a sick child to the doctor; we understand, but it’s important that you communicate effectively and properly with your manager and teammates. Talk to your manager about what method of communication is best; phone call, email, text message, etc. Its critical to our business that we set expectations with ourselves and our clients appropriately. If you need to leave a little early one day, the same basic courtesy applies - just make sure your manager knows what to expect from you and is able to get in touch with you for any emergency situations. If you aren’t sure of what the protocol is, just ask your manager or HR representative; they will be happy to give more details about how to handle specific situations.
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We value the information entrusted to us internally and by our clients, and are committed to handling it responsibly and according to all client, legal and Best Practice standards. Employees must read and acknowledge our Information Security policy in the regional Employee Handbook for your office location (Europe or USA).
6. GLOBAL POLICIES
Telework As a rule, Tahzoo prefers an office-based team when possible. We hire individuals either as office-based or, in rarer cases, as remote employees. Itâ€™s understood telework is necessary and practical at times. It requires official teleworker status or permission and, with permission, consistently meeting standards of availability, responsiveness and productivity. Standards may be different according to role and context but in general the following guidelines & requirements apply:
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Unless working remotely is a normal part of your role, request it from your manager as soon as you’re aware of the need to do so – as much in advance as possible of the time when you’re expected at the office and no less than one hour beforehand. Make your presence known to your team – of course, that’s even more important when working remotely.
6. GLOBAL POLICIES
• A strong internet connection, fast enough for IPbased screen-share and telephony. • A company-issued laptop & power cord. • Being actively logged-into the normal communications channels including mail and Skype/IM with the same response time as when working from the office. • Having no impediment to executing billable work (including being onsite when specified). • Having no undue distractive influences in the working environment. • Managing and recording time responsibly and accurately. For example, if you are home sick and work only 4 hours, indicate the rest in your time sheet using the appropriate time-off code.
Time-Off Etiquette Tahzoo hopes you’ll enjoy your planned, paid time off! Work-life balance is important to us and we want it for you. A simple rule of courtesy applies to all instances of time off, planned or unplanned: let your manager know as soon as you’re aware of the need. Please do your best to honor these advance notice guidelines when you make a request: • For up to 1 day off, at least one week. • For 2-3 days, at least two weeks. • For 4 days or more, 3-4 weeks. First ask your direct manager, via email. Once you’ve obtained the response (approved /not approved /partially approved) to your email, invite your stakeholders (team members, client, etc) to accept an online calendar event. Don’t forget to create an out-of-office message, and to complete your timesheet as appropriate.
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We realize that you may not be with Tahzoo forever, of course we don’t want you to leave. We value our employees and our clients above all else. The work we do for our clients is a long-term effort, while two weeks’ notice is standard, it’s not always appropriate in the context of delivering for clients. Please make sure you consider your transition with our clients in mind.
6. GLOBAL POLICIES
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Thank you for being a part of the team. I hope that Tahzoo provides you with opportunities for growth personally and professionally. When I think about where we are today, I am thankful that we have the foundation to continue to build a great company. I’ve dreamed aboutsynth being umami, here, in truffaut this moment time. Meh jianbing smallin batch There vast opportunity of us - wemlkshk, can do mlkshkis shoreditch. Plaidin front asymmetrical something really make difference. thundercatsremarkable banjo raw and denim next levela pickled lyft
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7.1. THANK WELCOME YOU
Let’s Go Be Great
What you do matters. Who you do it with matters more.
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