Tag Archives: zappos

Contempt of Customer

Recently I ordered from an up-and-coming online food delivery service. It was the first time using their service, and although doubtful about their value prop, I thought “Let’s see how it goes.”

Well, to put is nicely, the food sucked. It was cold and unappealing.

I contacted their customer service and expected a prompt refund and a note saying, “Sorry you didn’t like it. Please give us another chance.”

But no. They said, “No, you can’t have a refund.” So they would rather have my $26 than a happy customer.

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Tony Hsieh and Zappos

After writing about Zappos yesterday, I remembered a few interesting things that I didn’t mention in the post about the company. I had heard about the wonderful customer service and company culture about 3 years ago. So I decided to do a little experiment. I called the customer service line to talk with whoever answered, to find out what it was like to work at Zappos.

Tony Hsieh, Co-founder of Zappos

I had heard about what a great company Zappos was, but I was a bit surprised when I actually talked to the customer service representative. Before I tell you what happened when I called Zappos, let’s think back about what a “normal” customer service call is like.

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Delivering Happiness – What about Money?

Now I am reading Delivering Happiness by Tony Hsieh. Tony is a co-founder  of Zappos, the online shoe company that was recently sold to Amazon for $1 billion. I highly recommend this book because it is entertaining and fun to read.

Yet it is also filled with some deep meaning. Tony shares his story about how he sold his first company, Link Exchange, to Microsoft for $265 million. His own share was $40 million. But here’s the interesting part. He would be paid $8 million for staying with the company for one year.

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