How did this happen?
Don’t get me wrong—I am not complaining. I’m just perplexed.
How did a guy like me, who never thought of himself as an author, complete a sixth book?
As I think about it, the answer is obvious—it is the result of a tremendous group of talented people who have worked tirelessly to move these writings along. The Zappos Experience, like the other books on which I have been fortunate enough to find my name, reflects the effort of a team of willing guides and adventurers.
Pulitzer Prize–winning historian and author David McCollough does a remarkable job of describing the “quest” that every book project involves: “Each book is a journey, an adventure, a hunt, a detective case, an experience, like setting foot in another continent in which you’ve never traveled. That’s the joy of it. That’s the compulsion of it. And you’re fired by what we human beings are blessed with, called curiosity. It’s what, among other things, distinguishes us from the cabbages. The more we know, the more we want to know; curiosity is accelerative.”
Tony Hsieh, Zappos CEO, most notably facilitated this “hunt, detective case, and experience” by taking the time to evaluate this project, provide complete and open access within Zappos, review drafts, and even write the foreword. Tony has broken the mold for CEOs in America. No wonder he has sparked a Delivering Happiness Movement.
Consistent with the first value in the Zappos culture, three Zapponians were particularly instrumental in a “wow”-filled book-crafting process. Aaron Magness, Robert Richman, and Pam Cinko proved that the Zappos values are not just pretty words on paper—they are how Zapponians behave. Aaron, Robert, and Pam shared the Zappos family spirit at every turn. Their thoughtfulness, professionalism, humility, and playfulness not only made this book better, but made me better. While I am tempted to list a bevy of other Zapponians who served as guides through Zappos Headquarters and the Fulfillment Centers, I have placed those names within a special list in the Notes section in the back pages.
As for my team, I continue to be blessed by working alongside my talented, bright, and energetic research assistant, Jill Merkel. Jill put her running shoes on to chase after much of the content in this book. As always, I have benefited from the wisdom and guidance of Lloyd Rich, my publishing attorney. Tiffany Tolmen, thanks for keeping the speaking events chugging along smoothly in the midst of book madness.
My most significant companions on the Zappos journey (as they have been on three of my prior works) were Donya Dickerson, senior editor at McGraw-Hill, and Lynn Stenftenagel, my colleague at The Michelli Experience.
Donya understands what it takes to be the consummate editor. She has a keen eye for acquiring projects. She stewards and refines manuscript drafts, serves as a sounding board, and even offers needed moral support. More important, Donya is kind, compassionate, and efficient.
Lynn is simply indescribable! She is the person you want with you when your journey is difficult, when it’s time to celebrate an accomplishment, and in every situation in between. She oozes “customer-centricity,” and in Lynn’s world, everyone is a customer. I just happen to be blessed to be the customer who derives the greatest benefit from her professional and friendship skills. Lynn, you are hugely respected.
At a most personal level, I wish to thank my children, Andrew and Fiona. You “inspire, engage, and wow” me. I know I don’t deserve you, but I will forever be thankful for a God who has blessed me with the privilege of being your dad. Nora, my appreciation for you can never be adequately captured in an acknowledgments section. Instead, I hope to have ample opportunities to show that gratefulness in the “simple moments.” May the fullness of my appreciation be abundantly clear from a deck looking at sunsets across a lake.
As with any great adventure, one must have a purpose for the quest. You, the readers, are that purpose! Thank you for taking this journey with me. I am extremely honored that you have chosen to invest your time. I hope this will truly be an experience of inspiration, engagement, and wow!