I love Zappos, the mail-order shoe company. You pick out shoes on-line (searchable by color, heel-height, style….) and they are delivered OVERNIGHT! Amazing.
So effusive were my raves of Zappos, that Lewis decided to order soccer cleats on-line. “The ones I have now are too small,” he said, “and tryouts are this weekend.” Lewis’ cleats were size 8 1/2 – so I ordered the next size up. When they arrived the next afternoon, he pounced on the box, pulled out the cleats and tried to wedge in his feet. No dice.
“But mom, I need them by Sunday!” he wailed. We ordered the next size up and they arrived with the same expedience as the previous pair. And again, they were too small.
They say the third time’s a charm and indeed it was. The third pair of Pumas, delivered to our door a half hour before tryouts, was like the bowl of porridge in Goldilocks and the Three Bears…just right. Of course, he will outgrow them before the season even starts.
Does anyone else blush when they hear Obama use the term “Stimulus Package?”
It’s not often that you get to feel good about a corporation and today, I have reason to feel good about two large American conglomerates – UPS and Starbucks. I’d like to share my stories with the hope that other companies will want to emulate these two fine examples of customer service.
UPS – “Ask what Brown can do for you” Their slogan is Kennedy-esque although I never thought they really meant it – until today.
My daughter ordered three pairs of shoes from Zappos to be delivered on the day that she was catching a plane to leave on a semester abroad in AFRICA. She had ordered sneakers, slip-ons and really cute sandals that she simply couldn’t survive the semester without. At 4pm, the package hadn’t arrived and although the UPS on-line tracking said that it was on its way, we she needed to catch a plane. NOW.
So…even though my daughter is a big girl and could have done this herself, I called UPS and asked where the darn truck was. They called me back, I met the truck on the other side of town, the driver checked my ID and handed off the package of shoes.
Then…UPS called to make sure that everything was okay. They called me. Disaster averted, shoes packed, daughter en route to South Africa for semester abroad. Whew.
I celebrated on the way home from the airport at Starbucks where the stoner behind the counter barrista took my order for a “tall, non-fat latte” and offered me free whipped cream on top. “Most people don’t know this,” he said, “but you can get free whipped cream on every beverage at Starbucks.” If everything was run like Starbucks and UPS, we wouldn’t need a stimulus package.