I was lis­ten­ing to Ter­ry O’Reilly’s “Age of Per­sua­sion” last week­end. In that episode, he illus­trat­ed how good cus­tomer ser­vice leads to cus­tomer loy­al­ty and prof­it.

I was par­tic­u­lar­ly drawn to his expound­ing on Zap­pos, an online retail­er. Here are a few of the points that caught my atten­tion.

  1. Their call cen­tres have no time lim­its, despite field­ing over 5,000 calls every day.
  2. They have a 365-day return pol­i­cy.
  3. They don’t charge for ship­ping, and usu­al­ly ship your order overnight.
  4. If they are out of stock, they will search competitor’s web­sites and direct you there.

These are great exam­ples of cus­tomer ser­vice, and are in con­trast with things I’ve read about Amazon’s cor­po­rate cul­ture.

I couldn’t put my fin­ger on why I do some of the things I do in my busi­ness (and for which I get crit­i­cized), but maybe deep with­in myself, I want to pro­vide great cus­tomer ser­vice. I’m no Zap­pos, but lis­ten­ing to that episode def­i­nite­ly inspired me.

Lis­ten to the entire episode at CBC.

About Kim Siever

I am a copy­writer and copy­ed­i­tor. I blog on writ­ing tips most­ly, but I some­times throw in my thoughts about run­ning a small busi­ness. Fol­low me on Twit­ter at @hotpepper.

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