Tired of hearing about Zappos? Too bad.

As long as they keep surprising and delighting us….and becoming the poster child for exceptional customer service…you're going to keep hearing about them.

Take a minute to read about my marketing cohort Jay Heyman's experience with Zappos and learn.  (e-mail subscribers…click on Jay's name.)

What's so memorable and talk-worthy about Jay's story is that one employee, not a corporate policy or CEO but one customer service rep who had clearly drank the brand's kool-aid took an extra five minutes and did something remarkable.

I think it's noteworthy that Eric's (the customer service rep) gesture was remarkable because it was personal.

After reading Jay's post, as a business owner, I found myself wondering these three questions.  I'm thinking you should be asking them too.

Would every one of my employees recognize an opportunity to deliver a remarkable and personal moment?

Would every one of my employees choose to seize that opportunity?

If I can't answer yes to the first two questions…what am I doing wrong…or do I have the wrong employee?