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A Happy Zappos Customer Says:

"The CEO of my company had read the article about Tony in the magazine, Inc. and had asked that a few of us do a presentation on Zappos and how they excel at customer service. This story automatically came to my mind of how Zappos.com best implements customer service. A couple months ago, I ordered a pair of shoes, returned it, thus receiving a credit on my account. The credit was not applied the next time I ordered a pair of shoes, so I called up the 800 number to ask that it be applied. Not only was the person extremely friendly, but I received a post card in the mail the next day saying how much she enjoyed talking with me. This occurrence was the basis for my talk in the speech; however, I was not able to find the post card the day before the speech. I called up the 800 number again and simply asked if you would be able to send a post card to use in my speech. The woman I spoke with told me it wouldn't arrive in time through regular mail. I told her that was fine, if she would please be able to send it anyway. Much to my surprise, an envelope was overnighted UPS and arrived the next day in time for my presentation, not only with a post card, but also a thank you letter and the Zappos culture book. The presentation was outstanding, much in part due to my visuals. So, thanks to the rep who sent me the material in time for my presentation, and thanks to Zappos.com for exemplifying customer service! "

Julie R., Jun 23, 2009

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