Tony, I would address you as sir, however, I just found out that not only are you younger than I, but we also wear the same uniform to work...T- shirt and jeans. So there will be no false formalities. I wanted to write and let you know how thrilled I was with my first Zappos experience. I purchased a couple pair of shoes online last Saturday evening in preparation for a trip to Ireland this Saturday. I wasn't sure if I should upgrade to the faster shipping option so I called the 24/7 helpline. I reached Kimberly, who advised me to go ahead and click "send" and she would adjust the shipping to "next day" at no extra charge. In doing this, she advised, we would still have time to make any changes should there be a problem with the shoes. I was expecting a Tuesday delivery and was amazed to have the shoes on my doorstep by 10:00 a.m. Monday morning. Wow! One pair didn't fit so well, so I called to see about returning them. I spoke with Karen, and once again was thrilled to speak with someone both friendly and knowledgeable. Incidentally, the shoes that I ordered in exchange, arrived on Wednesday. About half an hour ago I got a call from James asking if I had time to take a short survey concerning my Zappos experience. Needless to say, your company and people received top marks from me. The impression that I am left with after speaking to three different people is that your employees really care about pleasing the customer. The enthusiasm and sincerity to do right by me never felt scripted, false, or overzealous in any way, just real people actually wanting to help a real person. Kudos to you Tony, I know that morale, and a customer service culture start at the top. Keep up the good work. I'll be looking to see what your next venture is.
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