surprise + delights

overview

Zappos is a unique company that cares more about their customers than delivering products as a retailer. They see them as family and treat them with world-class service. So when we first launched our team, we wanted to focus on celebrating this. We wanted to start recognizing our customers as people for their incredible stories that make them who they are in the world.

Organic conversations around the office first led us to the Walkers. We kept this a private project for as long as we could because we did not want to exploit the intimacy of it in any way. But once others caught wind of what we did and when the Walkers shared the story on their end, everyone felt comfortable to blossom this into so much more. It’s amazing how one customer phone call could turn into a lifelong friendship and eventually a non-profit organization.

This particular story is one that is full of life, love, loss, community, and more. The most powerful stories are the hardest to tell, so it’s best to watch the video below to understand.

Visit Operation Red Shoes to learn more, donate, or follow their continued journey.

walkers in vegas

When we first learned of the call between Teri and Susan, the Walkers’ story so deeply moved us that we wanted to do more. We focused on doing something private and special for this family because of their circumstances. Susan’s daughter, McKendree, had been through so much for someone who was just a teenager. A heartbreaking loss, surviving her own battle with cancer, and graduating high school. With the okay of her mom, we surprised McKendree and a group of her friends and family with an all-expenses-covered trip to Vegas. We organized a surprise meeting with Teri who originally took their call, held a surprise celebration of life event with an intimate group of Zapponians and our CEO, and, most importantly, gave them space to breathe and enjoy their time in the desert.

on campus fundraiser day

When other teams caught wind of what we did, it created a ripple effect throughout the company. Coworkers were asking if they could do more to contribute and celebrate the cause. So we organized a fundraiser day on campus and donated all proceeds to the Walker family.

zappos in memphis

Because the Walkers were so moved by their surprise trip, they got us back. They surprised us during our company-wide meeting and announced that they wanted to give us an all-expenses-paid trip to their hometown of Memphis. They had us meet their friends at St. Jude, showed us around their favorite tourist spots, and surprised us with a celebration event where we got to meet hundreds from their community. It’s amazing what happens when you stop to listen to someone’s story–all it takes is one conversation or, in this case, phone call.