Something happened today which made me think about what makes some companies great rather than a just good or even a disappointment. Mercedes dealers could learn from this, I have no idea why my local dealer would insist that items which are covered by warranty would deny that they are for example. It was my birthday last week and I decided to treat myself to a watch, I have a passion for cheap Japanese divers watches. The particular watch that I ordered, from Asia, is on a metal bracelet and, predictably, is a little snug on my (inbred) wrist. I looked on the usual sites and could not find any spare links, I have done so before but failed this time so I emailed the manufacturer asking where I could buy some links. Their response was to tell me that they had loads and that they would send me a couple FOC, they were posted yesterday and arrived this morning. They didn't have to do this and, although the postage probably cost more than the parts, I am delighted. I will actively look for ways to impress my own clients with small gestures in future (it's been a reminder that it's easy to let such things slip) and wish that more companies would do the same. There was a lot of talk of empowerment when I last worked in a corporate environment but it was purely lip service if I'm honest. Do you have any experiences where large firms went above and beyond?