I ordered a pair of sandals from Zappos.com the other day. I was surprised that during the order process, all the methods of shipping were free, even next-day shipping. I said to myself, “Wowie! That’s super-duper! I’ll give these people my hard earned moneys!” It was a Sunday night, so next-day shipping meant that they would really arrive on Tuesday. This was perfect. I’m taking a trip to New York this Friday and I was looking forward to having my new sandals for that trip.
They didn’t fit.
“No problem,” I says to myself, “I’ll order another pair and, even thought it’s after 5:00, they’ll be here Thursday.” But I got online and they overnight shipping wasn’t an option anymore. Thoroughly confused, I called their customer service number to see what was up. The customer service lady didn’t offer an explanation. She just apologized and said, “I’ll go ahead and upgrade your account to VIP status and you’ll be able to order everything with free overnight shipping from now on. Would you like me to go ahead and place that order for you as well?”
I was blown away. Customer service in this day and age seems to often be a seriously overlooked and neglected aspect of business. This one interaction ensured that I’ll be checking Zappos for anything I’d like to order in the future, even before Amazon. Great job, Zappos.
I’m finishing up this post in my New York hotel room. The shoes fit and I can’t be happier with the whole experience. My only regret was that I didn’t get the lady’s name and ask for her supervisor. She deserves a raise.