How to Make Customers Love You

Jake Chessum
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Let people be themselves

In 2003, Hsieh moved the company from San Francisco to Las Vegas, to tap into the city’s large pool of experienced call-center workers who are accustomed to working overnight shifts. (There are also lower taxes in Nevada.) As Zappos built its 24-hour call-center operation, it eschewed the restrictive policies common in many such operations. Zappos reps are not asked to stick to scripts, are encouraged to make decisions without consulting managers, and are encouraged to send personal notes and flowers to customers.