Today I’d like to lighten the mood a bit and tell you all a warm and fuzzy little story about my mom and Zappos. Yes, my real mother (Diane) and Zappos, the customer service focused online shoe retailer.
A few weeks ago she was online looking for a new pair of shoes to wear to a wedding. She had recently broken her ankle and needed a pair of shoes with a long ankle strap to fit around an air cast.
So, she finds a pair of shoes she likes online. Being more of a traditional shopper, she wanted to call and speak to a human being about the shoes to make sure the ankle straps would fit in her situation.
During the conversation with the customer service representative, she shared her reasons for shopping for a new pair of shoes. After hearing her uncomfortable reason, they waved any shipping costs and put her name on a “Preferred Customer List.”
If that wasn’t enough, one week later she received this get well card in the mail:
Not only did the customer service representative she was working with write her a thoughtful message, but six other representatives signed the card as well.
It’s just another lesson on awesome customer service and an example of how Zappos is leading the way.