Delivering Happiness

A blog post by Todd, a Zappos customer
The reason I was testing out Zappos live chat was because I am
“Cruiser in Chief” of a beach cruiser store, and I was curious how
Zappos would handle my chat. Zappos is known for service… and
for letting their service agents “be themselves.” I put this to the test
tonight and threw a curveball or two at the guy helping me in a live
chat. I used the name “Timmy” as my alias and asked a totally
random question about a random product. See actual chat log below.
Zappos rocks! I could not even make this stuff up, I swear.
You are now chatting with Jonathan.
Jonathan: Hello Timmy. How can I help you?
Timmy: Do you know how wide the G-Shock Atomic Solar—
AWG101 SKU #7403774 is?
Timmy: I mean, how big a wrist it would fit?

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Timmy: Timmy has a big fat wrist
Timmy: Timmy need watch grande
Jonathan: I’ll see what I can find out for Timmy.
Timmy: Awesome. And can we please continue to talk about
Timmy in the 3rd person? Timmy likes to boost Timmy’s
ego by talking about Timmy that way
Jonathan: Jonathan would be happy to neglect the use of
pronouns for the duration of this conversation.
Timmy: Jonathan and Timmy shall get along just fine
Jonathan: Will Timmy be able to measure Timmy’s wrist?
Timmy: Timmy’s wrist is big, but not Biggie-Smalls big.
Timmy doesn’t have the required measurement
instruments.
Timmy: Timmy is 6′4″ 220lbs if that helps Jonathan
Jonathan: Luckily, that is roughly the size of Jonathan’s
brother, so that does help.
Jonathan: Jonathan thinks that this watch will work out well
for Timmy. The watch’s circumference is 9 inches, so it
will probably fit around Timmy’s wrist.
Timmy: Ok cool
Timmy: Do your watches and stuff have free return shipping
like your Zapatos?
Timmy: In case Timmy wants another one or something
Jonathan: And if it doesn’t work out, as long as the watch is in
its original condition and in the original packaging, Timmy
has 365 days to return Timmy’s order. We will even pay for
the return shipping! As always, our shipping to Timmy will
be free.
Timmy: Timmy thanks Jonathan for good help
Jonathan: Jonathan welcomes Timmy.
Jonathan: It’s Jonathan’s pleasure!
Jonathan: Can Jonathan do anything more for Timmy?
Timmy: No that is all Timmy needs
Timmy: Timmy happy
Jonathan: Good. Does Timmy have an account set up with
Zappos yet?

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Jonathan: Jonathan will upgrade Timmy’s account.
Timmy: Yes Timmy is repeat shopper
Timmy: But “Timmy” is my alter ego and not my actual name
Jonathan: Well, what is “Timmy’s” e-mail address? I’ll hook
you up.
Timmy: Timmy has placed orders using [e-mail]
in the past
Jonathan: All right TODD!
Jonathan: 
Jonathan: I’m going to upgrade your account to VIP status!
This will ensure that all future orders go out with 1-
business-day shipping free of charge!
Jonathan: Just place your future orders at
http://vip.zappos.com
.
Timmy: Timmy likey!
Jonathan: Good. Good…
Jonathan: Let Jonathan know if there is anything else that
Jonathan can do for Timmy.
Timmy: Ok, Timmy ok now. Timmy time to go shopping!
Jonathan: Have fun!