The Zappos CEO and UPS Step In

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.

This year's list of customer service champs.

Return to the Extreme Customer Service Table of Contents

Before it's here, it's on the Bloomberg Terminal. LEARN MORE