The $25 Tyre Refund: The Economics of Saying Yes

In 1979, a man walked into a department store in Fairbanks, Alaska, rolling a pair of used car tyres. The store sold cashmere, not carburettors. It had never stocked a single tyre in its life. And yet a sixteen-year-old sales associate gave the man a refund, and accidentally created the most famous customer service story ever told. This week, Toby tells the extraordinary true story of the Nordstrom tyre return, unpacks the principle of employee empowerment and the economics of trust, and explores what it all means for estate agents who want to build a brand people can’t stop talking about.

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