"I'm writing to applaud you and your team for making my wife (Shawn) so happy with your awesome customer service. She recently came into the bedroom and said "WOW" because she just had the best shopping experience from an online store. She called your company last week to exchange shoes for our daughter from a December 2008 purchase. She was shocked when the rep stated that she'd have the new shoes the next day with free shipping before you received the original pair back from us. She told me that the Zappos customer service experience reminds her of my business (we sell corporate logo merchandise & uniforms to a fast food chain). This says a lot because my wife is picky and sensitive to customer service especially from online stores. Frankly, I had never heard of Zappos until my wife started talking about her experience. So I went to your site to learn more and I am extremely impressed and inspired with your business philosophy especially your customer service commitment. I loved reading about Zappos and viewing the ABC Nightline segment. As a business owner I have always believed, trained and emphasized to our team that the passion and commitment to satisfy every customer with genuine courteousness and a no questions asked return policy is another "product" that customers want each time. We call it "the Way To Be way." Like you, we understand that without satisfied, devoted and repeat customers we are toast! Thanks again making my wife shout "WOW" and congratulations on your enormous success. I hope you keep growing and being successful! You have a great company. Sincerely, Wayne B "Be a blessing today"."
Wayne B, May 20, 2009
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