A company that really gets it when it comes to customer service is zappos.com. They consistently rate high in customer service surveys and personally – I’m a fan! I like them because they offer products I can’t find locally with free and speedy shipping - plus returns and exchanges are never a hassle. But what I especially like about Zappos is their sense of humor! You’ve probably chuckled at their TV ads and when you call to speak with a customer service rep – you actually get to a real person who is helpful, friendly and fun! The last time I called to ask about making an exchange, my rep asked me for my order number. I said, “hold on” to which she replied, “To what – my desk, my chair…?” Hilarious! Then she proceeded to really WOW me. When I asked if I could exchange the boots I bought for a smaller size. She said they would ship out another pair today for FREE and no charge for shipping! She said, “Try them on – pick the ones you like best and return the other pair.” When I thanked her for making that so easy – she said “Shopping should be fun and not a hassle!” A lesson every business can learn from!
Zappos success is based on 10 core values
- Deliver WOW Through Service
- Embrace and Drive Change
- Create Fun and A Little Weirdness
- Be Adventurous, Creative, and Open-Minded
- Pursue Growth and Learning
- Build Open and Honest Relationships With Communication
- Build a Positive Team and Family Spirit
- Do More With Less
- Be Passionate and Determined
- Be Humble
These are great values for any business whether you are operating on-line, from a store front, or out of your truck! Zappos gets it and as a result customers and employees are fiercely loyal to them! Think about how you can deliver the WOW factor to your customers and have fun doing it and remember – a little weirdness is good for business!