LHA Consulting, Incorporated

Rare that a company impresses me enough to blog anymore, really.

So I ordered a pair of Taryn Rose[1] shoes from Zappos, since I've read many good things about how easy they are to deal with.

Placed the order, selected slow-boat-to-China free shipping.

Get an email from them the next day, telling me that they've upgraded me to next-day shipping at no charge. Unexpected and kinda cool.

Shoes arrive, and are a size too big. Go out to the website and see "Returns can be processed online; to do an exchange for size please call our customer service # blah blah blah and press 3."

"Oh great, here we go", says I. "This is about to start sucking."

Dial the number, press 3. On hold for maybe 15 seconds and "Dave" comes on the phone.

"Hi Dave, I just received an order and I need to exchange for size."

"Do you have the order number? Okay, let me look that up for you...

...Great, so what size do you need?

...Okay, we have those in stock. I'm going to ship these to you today and email you a pre-paid label to send the old ones back. Also, I'm seeing that the price of the shoes has gone up (I'd bought them on-sale), I'll mark them back down for you so it's a wash on your credit card. I've also upgraded you to next-day shipping free of charge, you'll have them in your hands tomorrow."

All-in-all, a 4-minute phone call. Got great responses and "upgraded" service without saying more than 10 words.

[1] Note to the uninformed: Taryn Rose is an orthopedist turned shoe designer. Beautiful shoes that are actually no-I'm-not-lying comfortable - I can walk around in 3" heels all day and not realize that I'm wearing them.