In the early 2000s, there was a super awesome online shoe store called Zappos. Jane, the friendliest team member, worked there. One day, a customer called to return shoes that she had just purchased. Her mom had passed away and she didn’t need them anymore. She felt so out of place returning the shoes.
Jane listened carefully and did her job with a big heart. But she wanted to do something special! She sent the customer a surprise package – a bouquet of flowers and a sweet note. The customer’s heart skipped a beat! She felt like she was walking on air! Everyone applauded Jane’s kindness.