Kudos to Zappos

42793083_5d6e45668a I read this story about Zappos last week and my literal reaction was saying “aww.” If you know me, you know I’m not usually the “aww” type. After reading this customer service story, I got the feeling that people get after seeing a picture of cute puppies. Maybe not quite, but perhaps at least a somewhat similar reaction.

Reading great customer service stories like this is terrific. Just like the Nordstrom example, it is very inspiring. This one is a lot more heartfelt. it is something that a lot more people will think is exceptional and that a lot more people will really give credit to Zappos for.

1339373885_205c405eabIn my opinion, this customer service experience was exceptional, excellent, and terrific in pretty much every way. It shows that the company empowers their employees to do things like this, encourages the said employees to pay attention to (and act on the) little things, and actually cares about their customers. It shows a lot about the company (which is known for their customer service) and how much they actually care.

Zappos didn’t know this customer was a blogger or that she would have blogged about it. They knew she was a customer who had been with them for a few years and had always been a good customer. Why not go the extra mile? It obviously worked out way in their favor – they have gotten a lot of very positive publicity, but I doubt that was their motive.

Think about phone companies. They make you send a death certificate to get out of a cellphone contract. I doubt they send you a sympathy card after that, much less a nice thing of flowers.

Zappos earned a lot of respect from me for doing this. I am positive they made a previously loyal customer a lifelong evangelist as well. Once again, great customer service helps a great company out.

Photos courtesy of itsgreg (golden) and tonee_ (husky).

Note: Sorry the photos aren’t terribly relevant. It is not often I get to post pictures of puppies and have it be at all relevant to the post.

7 Responses to “Kudos to Zappos”

  1. Connie Smith said:

    Oct 24, 07 at 10:54 am

    I definitely agree with you that Zappos is doing the right thing — not only for their customers, but for their employees. Zappos “gets it,” and continues to do things the right way. I recently wrote a post about Zappos, and I look forward to watching their continued success in providing legendary customer (and employee!) experiences.

  2. Bill Gammell said:

    Oct 24, 07 at 1:05 pm

    My kids literally say “aww” after seeing a puppy (they also say it after seeing an ant – but who’s keeping score?)

    This is another great example of The Golden Rule for businesses. The more human a company feels (through compassion, trust, etc.) the more likely that an emotional connection is made. Thanks for the post!

  3. Maria Palma said:

    Oct 24, 07 at 6:52 pm

    Wow – I’ve always loved Zappos, but this just makes me love them even more. What a phenomenal company to truly care for their customers in this way. Thanks for passing on the story!

  4. Service Untitled said:

    Oct 24, 07 at 10:02 pm

    Connie: I will have to check out that post. I have only heard good things about Zappos. Maria, you’re right. It always nice to read positive stories about great companies.

    Bill, ants are aww worthy, right? I like your point and agree. Customer service companies should try to feel human.

  5. Service Untitled » Tony Hsieh of Zappos - customer service and customer service experience blog said:

    Feb 04, 08 at 6:43 pm

    […] In addition to being a very successful retailer, Zappos is a well known customer service company. They have a great reputation (see my post about them here) and really do go out of their way to provide the best customer service possible. […]

  6. Tina R said:

    Feb 19, 08 at 5:23 pm

    Wow. Just had my first Zappos experience and any and all companies out there should study how Zappos operates and follow their lead. You can get anything ANYWHERE, but I’ll go back to Zappos just for the customer service! They are the best—and I live in the Nordstrom NW! The employees are genuinely happy and that filters down to very happy customers. THANKS, ZAPPOS! I’m hooked! :o)

  7. Service Untitled said:

    Feb 19, 08 at 10:27 pm


    Glad to hear you had a positive experience with Zappos! They are a quality company.