PHOTO BY: Misocrazy
It happened today.
Word on the street is that it would and today it happened to me.
“What”, might you ask “happened to you?” Well I will tell you. I mentioned a frustration on Twitter about ordering shoes at Zappos.com and consistently finding the message, that the shoe in the style I wanted was not available.
I mean I’m a regular sized girl with regular sized feet so I am accustomed to finding my size available with out too much hassle. I know these things happen so the first and maybe even the second time I was like, wow, fancy that, I must have popular fashion sense.
If you know me at all I’m pretty conservative in my dress, however I do like a good looking shoe. It’s not too far from a possibility.
But by the 6th time my desired shoe was unavailable and I felt like I had to pick a secondary choice yet again I was frustrated.
It felt like not being the first one or even in the first 50% of a team being picked for dodge ball in Jr High. There was a sense that I wasn’t getting what I wanted.
I wanted to be picked first and I wanted my first pick.
Don’t get me wrong I ordered 3 pair of shoes.
One will be sent back. I knew after I hit send that it wasn’t the right one. But I have faith. Zappos’ reputation for customer service is unrivaled. I know it won’t be a hassle.
Having remembered reading something somewhere about a person saying such and such about a company on Twitter got him contacted by their customer service via twitter made me think let me tweet my frustration.
Then it happened. I got @julianna01-ed. I got tweeted directly from Zappos Customer Service with an offer to help me look for what I wanted. And really, I don’t want help to find what I wanted unless there’s a secret stash of shoes hiding, but I got remedy. I got noticed and that makes me happy.
Frankly, I can’t tell you how this ended because I’m in the middle of tweeting with them now, but I’m sure I’ll be satisfied because it’s Zappos and they didn’t have shoes I wanted but I still love them.
So what are you doing to meet your customers? What are you doing to reach out? Are there tools like twitter that you use to monitor your brand? Even if you are low tech, do you take critical comments seriously and work hard to find solutions? Wouldn’t you love to have someone gush about you and how you handled a tricky situation?
I know I would like that.
