In my last post I talked about the
Zappos' focus on providing outstanding customer service. One example Tony Hsieh, CEO of Zappos, shared with the group at the recent
Entrepreneurs’ Organization event is not only a touching story on a human level, but also serves as a great example of a small step one person took to get many clients for life.
It starts with a woman who finally found a pair of boots on Zappos to give to her husband as a birthday gift (after searching for weeks). A short while after she received the boots, she called Zappos to return the shoes. It turns out that her husband had passed away before his birthday and she never had a chance to give him the gift. The customer service rep she spoke with explained how to return the boots and then, without needing to speak to management, sent the customer flowers. Turns out the customer, while giving the eulogy at her husband’s funeral, mentioned the generosity that Zappos’ staff had extended to her. Although the funeral was small, with only about 30 guests, she called Zappos after the funeral to tell them that many people there told her that they were so moved that they planned on shopping at Zappos. Tony said that the rep sent the flowers because he thought it was the right thing to do. What I took away from this was that this incident was really a result of Zappos' dedication to hiring the right (empathetic) people and instilling an amazing customer service culture.
Stay tuned for more tips from Zappos CEO Tony Hsieh. You can click
here to see the actual presentation Tony used in his lecture. You can also find part one of my blog on Zappos CEO Tony Hsieh
here.
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