the men who helped build this model adam goldsteen joins us right now. thanks so much for being here today. >> absolutely, thanks for having me on the show, becky. >> i like this surge pay idea, i think. how did you come up with it? >> a little history, we have an experiment that we've been running called open market where we're trying to give our call center employees more flexibility. so as you can imagine, call center, there's rigid shifts because we have a forecast of how many calls we expect to get from our customers and need to make sure we have people there to answer those phones. and since our customer loyalty team is is the heart and souls zappos, we want to make sure they are there to wow our customers all the time but give them the flexibility so that they can go to a kids soccer game or do things that kind of come up last minute. >> how -- when are the busiest times for you, is it on the weekends? >> some of the busiest times are because of the time difference between the east coast and where our call center is in las vegas, nevada, where the