Customer Service 101

With buzz-worthy companies like Zappos and Threadless preaching how a large chunk of their success is a direct result of their prime customer service, it just baffles me when I encounter poor customer service. It's 2009 and whether it's going through the fast food drive thru or ordering online, I run into terrible customer service; still to this day!

EXAMPLE:

I just made a $100 purchase through an online store for a gift for my sister's birthday. I jumped at the chance of getting free shipping and they post that items get shipped within 1-3 days. It's been over a week, they charged my account and I haven't received any shipping confirmation.  I emailed their customer support and sent over my order number. I was polite in my email and signed it with a 'thanks.' A day later, here is what I got back:

"We expect your order to ship by the end of the week"

No salutation, heck they didn't even have time to type the period at the end of the sentence.  All I was looking for, was someone in customer support that actually appears to care. Call me by my first name, apologize OR reaffirm that the order is on the way. Do SOMETHING!  Be nice! Show that you care!

There's a reason Zappos is a BILLION dollar shoe company.  This isn't rocket science and I always vowed I would treat my customers with utmost respect and we do.

How amazing that one fragment sentence is enough of a catalyst to lose a customer.