I’ve discovered Zappos.com. And it’s both wonderful and addictively easy.
See, my mom bought me the cutest pair of shoes for Christmas. I had asked for them after seeing them in a store a month or so earlier. I emailed over my Christmas list with the direct link to the shoes on Zappos.com so “Santa” could order them for Christmas.
The shoes, however, weren’t such a great fit when I finally got try them on. In fact, they were a bit snug, even though they were my regular size. Plus, the heel was quite a bit higher than I would wear day-to-day.
So, I get home from the holidays and try wearing the shoes around the house. Still, there’s no way they will work for me.
I call Zappos.com. Explain my situation (they were a gift; I don’t want to bother my folks with the return, etc.).
Zip, bam, boom, we make an exchange, they send me my chosen pair of shoes as an exchange. I send the original ones back using the box has provided and using the preprinted label they email me. Easy-peasy, right? Nothing to think about except packing up said shoes and dropping them off at the post office the next time I’m there.
Talk about a system that works. And customer service folks who are cheerful, fun, motivated, and empowered to help their customers. And shipping is free. This is awesome, yes? And a tiny bit addictive, just sayin’.
Now, let’s contrast this excellent, easy customer service with my recent experience with Verizon.
I bought a new cell phone – the iPhone 5 – in November. I switched over to Verizon because with my old carrier, I was constantly having calls dropped or not getting reception at all in mountains (where I spend quite a lot of time on the weekends). My nearly five year old iPhone 2 was also getting very cranky, thus it was just time to switch.
Let me briefly explain the ways Verizon has messed things up:
- I washed my fairly new iPhone 5 in the washing machine last Tuesday. Yup, I did that. My bad.
- When I called to make a claim using the insurance I had purchased, the insurance company says, “Hey, sorry, you don’t have insurance”
- I called Verizon, insurance receipt in hand and ask what’s up with my having no insurance despite the receipt I am holding in my hand
- After being on hold off and on for an hour and a half, Verizon guy says, “You’re good. We fixed it and retroactively applied the insurance we forgot to active. This will take 24 hours to process and you should have a phone 24 hours after that.” Yay!
- Three days later, still no phone. Boo.
- I call again. Four back and forth conversations, four different customer service reps and another two hours, Verizon Corporate says, “We’ll switch out your phone. You’ll have it by Monday. Here’s the tracking info.”
- Today being Tuesday, I still have no phone. Tracking info says, “Arrival expected 8 pm Wednesday.”
Can you hear me now?
There is no way to measure my frustration. And to contrast buying a very expensive phone that comes with a two-year contract and insurance versus buying a couple pairs of shoes…
My question for you, gentle reader, is which company would you prefer to do business with? Which company would you tell your friends about? Which company are you apt to use over and over and over?
Ignore the fact that I’m bound to Verizon for two years (aaargh!!)
Now, I want you to put yourself in your customers’ shoes.
- How easy is it to do business with you? Little details matter A LOT
- How consistent is your message – being delivered by you and your team (if you have one)? I got several different messages with Verizon – none of them said, “Hey, we care about you.”
- Do you have systems and processes and checklists for making sure your clients (current and potential) are cared for?
- How are you ensuring you’re doing all the call backs and follow up and double checks due to the client?
- How are you ensuring the client is getting what you promised them – before, during, and after the sale?
- If you could pick one area of your business to improve, make easier, clarify, etc., what area would that be?
How can you do all this in your business?
Sincerely,
Angie
P.S. Creating systems isn’t hard. All of my clients admit what IS hard is making the time to do them.