One of the ways we like to WOW our customers at Zappos is by having specially trained CLT members available to answer category-specific questions by dialing them direct between 6 am and 6 pm Monday through Friday. The CLT business unit teams sit on the Merchandising floor alongside our buyers so that they can get answers for customer inquiries directly from the source!



From the left: Heather, Priscilla, and Sarah

Since our CLT business unit teams are here to answer questions all day, I decided to turn the tables on them by asking them a few questions. Please find their candid responses below:

Question: If you
could be 5 years old again for 24 hours, and could do anything, what would you
do?

Priscilla: “I’d probably play with all 500 Barbies I had for the entire day. I miss those good ol’ days!”

Sarah: “I am going to have to be generic on this one and say go to Disneyland! I love that place!”

Heather: “Eat as much ice cream as I could!”

Question: Have you ever received a phone call to the Kids line from anyone under the age of 10 (approximately)? If yes, what were they trying to buy?

Priscilla: “Haha yes! It was really cute! She wanted these Roxy straight leg jeans and
just wanted to make sure they were long jeans and not capris!”

Heather: “Yes, Heelys.”

Question: What is the
most ridiculous question you have been asked by a customer?

Priscilla:“I’m 5 months pregnant and want shoes for him when he is 2 years old. What size should I get?"

Sarah: “I'm looking for a shoe. Do you have it? Ummm........ sure! We
have two million, which one would you like?!”

Heather: “Do you take cash?”

Question: What is the most common question asked by our customers?

Priscilla: “How do these shoes run, true to size?

Sarah:“How does this brand run and how do I figure out what size my child wears?”

Heather: “What size does my kid wear?”

Question: What activity do you do that makes you feel like a kid again?

Priscilla: “Hmm… I would say, using the ‘paint’ accessory on my laptop! I use to spend hours on that when I was younger, and still do!”

Sarah: “I feel like a kid every day! I like to jump on the trampoline!”

Heather: “*Bringing my son to the playground & playing with him.”

Question: I know a lot of customers call in asking what size of shoe their kids wear. Where did your clairvoyant powers originate from?

Priscilla: “WIKI is my best friend!”

Sarah: "In my past life, I was a child and I memorized every size, age, measurement of every child's foot that could possibly be. hahaha Well...... I have two kids, so it helps!”

Heather: “Being a mom.”

Question:If you had to pick one department in the company that acted most like kids, what would it be?

Priscilla: “CLT, all the way!”

Sarah: “CLT.”

Heather: “CLT.”

Question: What do you love most about your job?

Priscilla: “I love, love, love how amazing everything and everyone
is. I've been here for quite some time (my longest job ever) and look forward
to it everyday! The team I'm with is so awesome! It's a home away from home!”

Sarah: “It's ZAPPOS! ....One must experience it to truly understand. If I had to pin-point one thing, it would be the people and all of my awesome friends that I have made!”

Heather: “The fact that I can come here & be who I want & not be judged for it. Even though I
think I'm pretty normal...for the most part.”

"Heather, we surrender!" That’s the most coherent explanation I can muster for this picture. Our star in today’s picture is Heather who works in our Kids Business Unit. She finally turned 21 last night!

She celebrated her coming of age with gal pal Janelle and a throng of fellas from Zappos. She started the evening with a brace of Framboise goblets, moved on to a pair of Black and Tans, and closed the evening with the Newcastle Nut Brown Ale. She enjoyed several rounds of barefoot billiards with the boys, but alas, she did not emerge victorious. Where fore art thou gallantry Lads? Are you beasts or gentlemen?

Heather is drawn to the British beers because she was conceived while her parents were honeymooning in the Moors of Southern England. She was named Heather because they were in season and bursting into bloom. Also it turns out one of her favorite movies, from her high school days, is the dark comedy Heathers. She just got a new car, a Jeep, and she enjoys the wind rushing through her hair. Of course Heather loves her shoes (Sanuk in particular) and she is a Zappos frequent shopper! Huzzah Heather and Happy Birthday to You!

Let’s play a quick game of word association with the operative word being princess. For me, the following things come to mind: princess cut diamonds, my new title when Prince Harry decides to marry me, glitzy tiaras, etc. Others may think of Disney princesses and go-to Halloween costumes for the Infant/Toddler crowd. However, on rare occasions events take place which require us to reevaluate our internal definitions of given words.



A pivotal event took place here at Zappos.com in March that forever changed our idea of what we associate with the word princess. During the first ever Kids Expo, an event put together where brand reps from a given category commence at Zappos to enhance brand awareness among our Customer Loyalty Team (or CLT if you will), a couple members of the Kids team decided to redefine what it means to be a princess.

I present to you Matt and Stephen from Kid’s Product Information…

Ohhh how they dazzle in pastels!! Thanks for the memories guys! Matt and Stephen are available for hire on a
case-by-case basis. I know for certain they accept bribes in the form of Zollars and Grey Goose for anyone that is interested!

Our fabulous Kids' Team held an inhouse Expo for us this Thursday. They invited over a dozen of our vendors to show us samples and inform us about the best sellers this season and new products for next season. This really helps our CLT Reps to build and maintain their product knowledge so they can serve you better.

Below, Rowenna and Jackie listen in as Christina asks Chris from Robeez a question.

Here's Alesha and Jeana with Ken from Twig - an exciting new brand that will be available very soon at Zappos. See those little square boxes in the lower righthand corner? They are American Elm Tree seed kits - I'm planting mine this weekend.

Roger from Hush Puppies is holding "Hush the Wonder Pup" along with Greg and Pam from Kids.

Steve from Saucony Kids (a Stride Rite brand) shows Brandon (one of our Outlet Store Supervisors) and Liz (from Zappos University aka ZU) some of his line.