My friend Dan loves his Weber grill. Recently, his dog (whom he also loves) chewed the plastic wheels off of it.
When Dan called to order new ones, the Weber representative told him they would happily send a replacement set for free. No problem. No questions asked. Just because.
In Dan’s words: “I am now a Weber customer for life!”
And he is. He’s told a lot of people about his experience, at least a dozen in my presence, and probably many more at work, at the coffee shop, and at his kid’s football games.
Dan is really happy about his new free wheels. It probably cost Weber less than ten dollars to turn him into a lifelong customer and evangelist. That’s one heck of an ROI.
When it comes time to buy a new grill guess who Dan is going to buy it from?
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