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Why We Avoid Being Cheap & Focus On Quality

Although I’m not in charge of customer service at the company, I enjoy helping out with it on the weekends. Unlike most companies where they only answer the phones Mon-Fri 9am-5pm we answer the phones 7 days a week at just about anytime. In fact I got a call at 3am on a Saturday night about two weeks ago for a last minute present. I was happy to help and we got her order straight out the door Sunday morning.

Out of curiosity I asked her if sending gift baskets next day delivery was really needed because it’s much more expensive that way. She had ordered a baby baskets gift so my thought process went something like this. The baby probably doesn’t care whether she gets it tomorrow or a few days later. In fact, she probably doesn’t even know it’s on her way. So why spend the extra money to get it there so fast?

Her answer was really interesting to me. She answered by asking another question: Do you have any idea why I’m calling you all instead of all the other companies listed at 3am when I could’ve easily gone elsewhere. I answered: We have awesome service, products, & prices. She said: Partially that’s true, but it’s because you all aren’t trying to save the last time & are more concerned with the quality of what you send out. I had a huge smile on my face :)

We really don’t spare expenses when we could easily do so. And the truth is those expenses DON’T get past onto our customers. Our #1 priority, policy, and focus in the happiness of the customer. To learn more about our philosophy check out Zappos.com – and read the best selling book by CEO Tony Hsieh. We were extremely inspired by what they do & have taken up similar views on culture, loyalty, and service.( specially when designing the unique corporate gift baskets soon to come!)

POSTED ON October 21, 2010,

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