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A Happy Zappos Customer Says:

"Just a quick note to go on record about the wonderful service I've experienced as a first-time customer with Zappos. In viewing your online site, I was impressed not only with the detailed photos and descriptions of the products, but also by the ease and speed of actually placing my order and paying for it. I was further impressed by the follow-up e-mails I received advising me of my order confirmation number and shipping date. Then when I arrived home this evening, UPS was on my doorstep presenting me with the birthday gift I'd ordered just two evenings ago for my friend in Paris. Now, here's where the tale varies a bit from the standard complimentary letter: the silver wallet was just as had been described and just what I'd envisioned, save for a minor manufacturing flaw. I called the 800 Service Number to find out how best to proceed with a new order and the return/exchange, and spoke with the most pleasant, helpful, personable customer service agent I've ever encountered. Boy, is she ever the model spokesperson for Zappos! She was knowledgeable, professional and most importantly to me, genuinely warm and human during our exchange. She even offered to send me a mailing label during her dinner break since I am home sick and don't have a home printer. And when I stated how wonderful I had found both the site and her manner, she thanked me and told me a little bit about Zappos "Core Values" - a value system with which I am well familiar as a 20 year veteran of Corporate America. She also mentioned that Zappos is a privately-owned business and that the C.E.O. chooses to sit in a cubicle like everyone else so that he is easily accessible to his employees. Well, this "quick note" proves not to be so quick after all, so I'll conclude by saying "Thank you" both to the C.E.O. for creating and running a remarkable business, and to the Customer Service Agent who obviously loves her job and is remarkably good at it. Here's hoping this little e-mail message finds its way to the C.E.O. cubicle! Sincerely, "

Trish S., Dec 13, 2007

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