 | I was introduced to your company by my boyfriend, who met Tony at a marketing seminar. He described your emphasis on core values and corporate culture, and thought I might find in Zappos an inspirational model for my own business, a private K-8 school. I read about the company and listened to a lecture by Tony, and became familiar with the Zappos lore: the cash in a returned wallet, the flowers sent to a widow, the unforgettable pizza story. I started talking about the company to everyone I knew. I held a meeting with my staff to tell the Zappos story and begin the process of defining our own core values. I visited the corporate headquarters in Las Vegas. I was a raving fan. But, ironically, not yet a customer. After the tour, my boyfriend received a "friends and family" discount by email (He is the one who had arranged for the tour.) He passed the code on to me so that I could order something for myself. (I ordered Betsy Johnson lingerie: we both benefit!) I entered the coupon, saw the discount, completed the transaction..... and the discount had disappeared. Here was my opportunity to put your legendary customer service to the test. I called, and as the phone was ringing, thought, 20 seconds. Their goal is no more than 20 seconds. Goal accomplished. The CS rep. had a notably cheery note in her voice even at hello. I told her the situation, and she very quickly determined that it was the fact that the code did not match my email address that explained why the discount vanished. She also determined that as a tour-goer, I should get the discount too! She discounted the order, upgraded me to VIP status, chatted with me to pass any lag time, and got the job done. So, now I have my own story to add to the Zappos lore, and I can call myself a raving fan both as an admirer of your corporate principles and as a thoroughly satisfied customer!
Keep up the good work,
Lisa V. |  |
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