Shoes?
Unless you live under a rock, you’ve probably heard the buzz about online shoe store Zappos. (watch this amazing video on Nightline) It seems they’ve turned the world upside down when it comes to customer service – free shipping both ways, a 365 day return policy and even suggesting a competitor’s website when they’re out of stock. The most heartfelt story comes from Zaz Lamarr, who meant to return a pair of shoes but her mom passed away so she didn’t have time:
When I came home this last time, I had an email from Zappos asking about the shoes, since they hadn’t received them. I was just back and not ready to deal with that, so I replied that my mom had died but that I’d send the shoes as soon as I could. They emailed back that they had arranged with UPS to pick up the shoes, so I wouldn’t have to take the time to do it myself. I was so touched. That’s going against corporate policy.
Yesterday, when I came home from town, a florist delivery man was just leaving. It was a beautiful arrangement in a basket with white lilies and roses and carnations. Big and lush and fragrant. I opened the card, and it was from Zappos. I burst into tears. I’m a sucker for kindness, and if that isn’t one of the nicest things I’ve ever had happen to me, I don’t know what is.
Brian Boero from 1000 Watt Consulting recently took a tour of Zappos headquarters in Henderson, NV. The point that stuck with him came from tour guide, or “mayor,” Jerry Tidmore:
“There is no secret to our success, there are no secrets at Zappos.”
Exposed
• How much do you actually net for selling my house?
• Do you get paid more when another agent from your office represents the other side of the transaction?
• Why do you pick one home inspector over another?
• Do you receive any benefits if I use your company’s lender, title company, etc.
Have a secret you think should be answered? Post it in the comments below and let’s see how many people can be completely honest.
