Posts Tagged ‘custom service’

Why Zappos.com is so GREAT

Zappos.com

Zappos.com

No matter what, it really is all about customer service. No “ifs”, “ands” or “buts” about it. And Zappos.com has it 100% right.

Quick backstory: yesterday around noon I ordered a new shirt from zappos.com. It arrived at my house today! (Can’t beat FREE overnight shipping, but that’s a story for another day). I was a bit confused why there was two boxes, since I bought only one shirt, but I was excited none the less. I opened them up and found my shirt in one, and a pair of girls sandals in another. Oops, looks like an error back at the warehouse.

I quickly tried on my shirt and realized it was the wrong size. I decided to call them up and see if I could not only quickly exchange it, but have the new size actually shipped to Austin since I am traveling there for SXSW and am leaving tomorrow!! I called the 800 number and was talking to A PERSON in 20 seconds! (GREAT CUSTOMER SERVICE). I explained my scenario and they said it was no problem. Sent me a return label and a new shirt in the right size was on it’s way to my hotel in Austin. (GREAT CUSTOMER SERVICE). I then told them about the “extra” item I received, they looked it up and determined it belonged to another order. (I felt bad for them!). Their solution was to simply leave the box outside my house and UPS would come by tomorrow to pick it up. (GREAT CUSTOMER SERVICE). And since THEY considered it an inconvenience to me, they gave me a $10 credit to boot. (GREAT CUSTOMER SERVICE)

Do you see any reoccurring themes here? I tried to point them out to you with the blatant GREAT CUSTOMER SERVICE text inserted throughout.

At the end of the day, I’d rather take my business and my money to a place with GREAT CUSTOMER SERVICE, and one that strives on it, than any other place in the world.

12

03 2009
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