>Zappos is great, but I wonder what would happen if I called them for help with my iPhone... ;) You might be surprised, but the expected result of calling Zapp

>Zappos is great, but I wonder what would happen if I called them for help with my iPhone... ;) You might be surprised, but the expected result of calling Zappos for help with your iPhone is that they would give it their best shot to be helpful and get it working. There are limits, of course, and I hope you don't try it, but that is how they are trained. At least that is the mantra from Tony Hsieh, in several talks I have listened to over the years. Tony keeps telling a story about how he was out partying with some friends once, they got home at 2am, and one friend said they'd like to order pizza. "Let's call Zappos and have them get us a pizza!" he suggested. They called Zappos, and the service rep patiently looked up the nearest late night delivery pizza places and gave them the phone numbers. There was a small hesitation to start, but the rep's training kicked in to give world class customer service. And Tony gets to tell that story forever...