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• Archive: “Last year, when I was working the phones, a woman called, trying to return some boots.
• The sad story turned out to be that she had bought them for her father, who had since died.
• I told her not to bother returning them; that we would refund her money and she was free to give the boots away instead of returning them.
• And after the call I felt moved to send her some flowers — just one of the 380 gifts of flowers you can see on the board that we sent out last year.
• Sometime after that, she sent me a letter and a photo of her father.”This story was told by a Zappos employee and quoted in a June 2017 Forbes article, “Tony Hsieh Reveals the Secret to Zappos’ Customer Service Success in One Word.” But its lesson isn’t about flowers. It’s about the phone.Zappos encourages phone calls 24/7.