BEST Customer Service Ever!

In this bleak world of self-service checkout at grocery stores, indifferent and awful serivce from United and American airlines, and unintelligible, overseas help desks from computer companies -- there is a bright spot: Zappos Shoes.  Everyone, including law firms, should market like

I heard about them by word of mouth -- the best advertising there is.  A friend told my wife that the company had every shoe you could want, and offered overnight shipping for purchases and returns.  It was hard to believe, but I went online and ordered two pairs of shoes.  The next day they arrived and I was impressed.  Law firms should be so good serving their clients.

Over the next 20 days I discovered that one pair of shoes was uncomfortable.  So I called the toll free number, cringing as I asked what their return policy was.  A cheerful man who actually spoke English said he would be delighted to refund or exchange them.  I was floored.  "That's what we're here for," he said.

He happily helped me pick out a replacement pair of shoes.  While we were on the phone he emailed me a free return label for the old shoes. Shipping was free, there was no restocking fee and he credited me $30 for the cheaper replacements.  LIke a man who once was lost but now was found, I told him he was amazing.

"We like to think of ourselves as a service company that sells shoes," he said.

I will always buy shoes from  I will tell everyone I know about how great is.  The company had taken a generic product -- shoes -- and distinguished itself with outstanding customer service.  Smart law firms will  do the same with their clients.

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