Once court started, we sat in the audience in comfortable chairs and watched a video that very clearly explained what would happen. The judge called groups up in sets of eight, and you could do what you wanted until you were called. She was very businesslike. She understood that we didn't want to be here, so she was judicious in the use of time. The judge tried to get to an answer quickly. She couldn't understand why I was there speeding. I had done traffic school two years before. She looked for a win-win outcome, giving me 10 hours of traffic school, but closer to where I live. I got what I wanted, she got what she wanted. When it was over, the bailiff was right there, to pay any fines and for me to book my traffic school. The best part of the whole experience was that you felt you were being treated fairly. There was a sense of justice and a respect for your time."
Reed Hastings
Founder and CEO
Netflix
As told to David Lidsky
"Zappos' online shoe sales. They have an incredible return policy. You can return shoes at any time. I recently returned a pair of shoes my wife bought. She's worn them for four months but they just didn't fit right. How do you pull that off? It makes you feel so good. It's just a great customer psychic investment. I'm sure some people abuse it, but not enough.
I also love Pandora, the online music discovery service. It's done so elegantly. You tell it what you like, and it just starts playing. It's enjoyable and clever. Pandora offers an unobtrusive but effective way of finding new music. I love the lightweight design, which is simple and elegant."
Ross Klein
CEO
W Hotels Worldwide
As told to David Lidsky
"I have a story about good, old-fashioned service. Basics are basics. This was a shopping emergency, and recovery is a big part of service.
I was in San Francisco for the BlissSpa launch in the W there. I had a torturous flight to the West coast: From the ticket agent to the airline lounge to the flight itself, each interaction was worse than the next. What's worse, it had been labeled 'premium service.' It was so bad that I took notes on the flight to send a letter of complaint. Of course, I get to San Francisco and my luggage has been lost.
Now I have nothing to wear for the launch event, which is in just a few hours. I would've asked a member of my staff to help me get replacement clothes, but they were preoccupied with the event. I wasn't that far from the Saks Fifth Avenue, so even though I had stopped shopping there a few years ago, I knew I could enter just the Men's store and avoid the usual department store maze.
I got up to designer men's sportswear and a young saleswoman across the floor acknowledged me, just letting me know that she was there. She didn't come over right away, which I appreciated. A few minutes later, she came up to me and said, 'You seem really well put together. Can I help you with anything?' And I just opened up. How it was 4:30 and I had a meeting at 6:30, the horror with my flight, and so forth. She took me over to a sitting area, got me some water, and asked me what kind of look I wanted to communicate. I told her that the mayor was going to be there and I needed a suit. I had nothing with me.
Without me saying so explicitly, the salesperson understood that I didn't want to spend $5,000 to solve this emergency. She said, 'This is a great time. We have some great stuff that's just been reduced.' She picked out a Prada suit for me. She just pulled a lot of stuff, exhibiting old-fashioned service with contemporary merchandising.
I bought the suit, she got the tailor to come and rush the job, and at 6:15 p.m., a garment bag arrived at my room at the W, steamed and tailored, at no extra charge. I was able to look in character, not frazzled.
I created a relationship with the salesperson here. I wanted this person in my talent pool. She's engaging, polite, professional and anticipatory. Well-dressed. Everything I look for when I hire at W. But out of respect for Saks at the moment, I'm not trying to hire her. But I have her information."
Michelle Peluso
CEO
Travelocity
As told to Alyssa Danigelis
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