I just wanted to say that I saw your CEO, Tony, on the Oprah show the other day and I knew from my first purchase with Zappos (I think it has been at least 2 years now) that it was very clear that customer service was the most important ingredient in your product - not the shoes, not the clothes - the service. I have always been the same kind of person trying to impress upon others the importance and pleasure that comes with incredible customer service that I wasn't surprised to see that the CEO of this wonderful company sits where he sits and acts the way he acts. I have been the “boss” of many different customer service businesses and I always made sure that everyone I worked with knew that even though I may have to make some important decisions I am on the same level as them. I am now a Realtor in San Diego and clearly it has been a tough year. I really wish you had an office here in San Diego because I would quit real estate in a second to do whatever it took to be a part o f your “family”. If you ever want to open an office here I hope that I am the first person that finds out about it so I can get a cubicle in one your offices. How lucky all the people who get to work for Zappos are... a philosophy driven company that I have been looking for the past 20 years that I have been working in customer service!!! And OF COURSE I tell at least one person about Zappos everyday and now I will have to tell even more knowing what I know now! Keep up the great work! Kindly, Mary Y.
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