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A Happy Zappos Customer Says:

"Hi Fabulous Zappos Team: Allow me to introduce myself, my name is Barb and I just finished reading an absolutely delightful article about your company and corporate culture. I was so genuinely impressed that I wanted to send you all a note of thanks. Thanks for being the genuine article! My entire adult work life I have tried to promote a happy, customer focused work environment. While I have always been extremely productive from being authentic and caring, certain supervisors looked at my ways as being suspect and a little weird. Yes, it's true they felt a respectful, caring attitude was a waste of time and actually did not care if their current customers were satisfied. How they didn't equate that current happy customers equals monetary success now and later through referrals is still beyond me. They also never "got it" that their incredibly high employee turnover cost them dearly. Trained, happy people produce positive results. I worked with a company as a manager for the past 8 years that went through 29 managers in the 2 locations closest to me in my 1st two years of employment. Finally I decided to leave after not being able to effect positive change in my boss. Amazingly at Zappos the positive goes CEO down and back up - way to go! Being the eccentric optimist I am, I left my job and figured I'd have a great job in no time. Unfortunately, I am still looking for a positive, proactive position and was getting a little blue until I read the article tonight about Zappos. The great news is that my faith has been restored. There actually is a company that values what is really important and not just in a PR lip-service kind of way. I wish you all enormous success, big bucks, and happiness. I hope that your corporate culture spreads out like wild-fire to other businesses so that people like me who live it and believe it can experience it in our careers. If my husband wasn't off serving in Iraq, I'd probably be there beating down the door for a job, but it is in extremely bad form to sell the house and move away while the husband is out of the country for a year. I most sincerely appreciate: Your Zappos core values that you really follow. Your supporting your employees to learn more, be happier and spread happiness. And that you promote customer service, not the usual customer DIS-service people I often get on the phone. P.S. Here are 3 of my Barb-ism's 1. Manners and smiles are free - so everyone should have them. 2. Mr. Smiley face is the most handsome man I have ever seen (my apologies to any male models at your company) 3. You can never go wrong with shoes! Cordially, "

Barb Y., Aug 25, 2009

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