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The Zappos CEO and UPS Step In


I usually get packages sent to the office, but in December I ordered a big 110-pound storage unit from Target (TGT) and needed it delivered to my house. I called UPS to check on it, and the rep said that sometimes during the Christmas season packages don't arrive until 9 p.m.

Getting agitated, I posted on Twitter about waiting for UPS (UPS) and mentioned how I couldn't take my dog, Ridley, for a walk. After 9 p.m., I got a message from Tony Hsieh, CEO of Zappos, who started following my Tweets [comments on Twitter] after we met last year. He was having dinner with UPS's president for the Western region and sent a message saying the guy would call me. I got a call in the next five minutes. The UPS exec got me in touch with an operations manager to arrange for a delivery the next morning so I could make a scheduled client meeting.

At 9 a.m. on the dot, the doorbell rings. Not only do they have the package, but there's a UPS guy with flowers and chocolates and another with treats and toys for Ridley. They even offered to assemble the unit and listened to my suggestions for improving service. I now go out of my way to use UPS—and I bought shoes the next day at Zappos.

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