My experience with Zappos

I recently placed an order with online retailer Zappos.com. I received a few items that I did not like and wanted to send back, and one item I wanted to exchange.  I was already a fan of Zappos because of free shipping, but my return order experience has made me a huge fan. First no questions asked about the returns, I did not like them, they would go back at no charge. But when they agreed to send me my exchange item overnight and not charge me while they waited for the item I was returning wowed me. They assumed I would in fact return the item and if not received within 2 weeks, which is fair, I would be charged.  The fact that they were sending it overnight blew me away.  They exceeded my expectation in every way.  It may have costed them a few more dollars to do this, but gained a loyal customer. They will be my first choice when shopping online.  How hard would it be for us to do the same thing. Ask this question? How would I want my service issue to be handled and do it for your customer. 

Get a hobby

Each morning when I take my son to school I ride buy a business where I see the owners car parked. When I pick my son up late in the evening from Kung Fu, I again see the owners car still at the business.
I say to myself, what does this owner actually make per hour?  I then ask, what does this owner do to get his mind off of work?  An easy way to make more money (per hour) is to work a little less and find a hobby.  It is just healthy to have something that gives you fulfillment other than work.

It is tough, but do not criticize employees

This is hard, but just like trying to feed your children vegetables, you need to disguise what they do not like (criticism).  It takes a little more planning, which is never bad, but be creative in how you express your criticism. I have found adults take it worse than children.  Their job is something they take great pride in usually and being told they have done something poorly is not something they want to hear. Try something like, I can see why you did that or thought that way, BUT this way in the future may be best.