Jacqui Gonzalez once spent an hour and a half on the phone helping a customer. The Zappos.com employee enjoys being generous with the online shoe retailer's money, sending gift baskets and thank-you cards to people whose complaints she has solved.
And mostly, she's grateful that she doesn't have a manager to consult in making those decisions.
"We don't have to put someone on hold and ask permission," says the former customer service agent, who is now a tour guide at the company. "We don't have a manager that you need to be transferred to. How refreshing is that?"