It’s no secret that Zappos.com has stellar customer service. They’ve been written about in countless publications by many different folks. Their CEO, Tony Hsieh, answers tweets from customers and fans. Heck, even their tagline is “Powered by Service.”
The other day, I got to experience the company’s customer service second-hand, and it serves as a great reminder of how we can all learn from the company and its dedication to customer satisfaction.
My significant other has big feet. I say that to say he’s forced to buy his shoes online because brick-and-mortar retailers don’t offer a wide variety of shoes in size 14. So when he needed new running shoes recently, his natural choice was Zappos.com for their plethora of choices and often speedy delivery.
He did some research beforehand and settled on a pair of Asics, which he was able to find very quickly on Zappos.com. Even more exciting, the shoes were noted as being on sale for about $20 less than the original price — score!
The problem was that every time he proceeded to the checkout with these particular shoes, the sale price was not reflected in the total price. He tried refreshing over and over again to make it work, but continued to have the same issue, so he decided his best bet was to call the company’s 1-800 number and speak with someone directly.
He had the customer service rep on speakerphone, so I could hear the entire conversation. The person on the other end immediately started the dialogue with a warm, yet professional tone, and he seemed genuinely interested in helping to fix the problem. Unfortunately, from his computer, he did not see the same sale price that my significant other was seeing, clear as day, on the website. No matter what he tried, he couldn’t see where it indicated the shoes were on sale.
But what he didn’t do is start making excuses. He didn’t try to say that it was likely a website glitch that reflected an incorrect discount. He didn’t accuse my boyfriend of making up a number in order to get a deal. You know what he said? “I’d be happy to offer you that discount, sir.”
It was impressive, to say the least. We were able to secure the price that was reflected on the website and finish the transaction smoothly. My boyfriend thanked him for his assistance, and the call was ended. This call took place at about 8:30 p.m. Sunday night. And by Monday afternoon, the new Asics were on our doorstep. Talk about speedy delivery. Read more.