Culture Matters: Building the Wise Firm

A co-worker recently shared an online shopping experience with me. She purchased a high-end, metal water bottle online and it arrived scratched. She emailed the company about the scratch and returning the water bottle. Within minutes, she received an apology with notification that a replacement would be shipped out that same day. She emailed the company again and asked how to return the scratched water bottle. They just told her to keep it and asked that she recycle it if she didn’t want to keep it.