"It was his favorite T-shirt, mottled gray with his last name, "WILSON," printed across it in black. It was also riddled with holes and the seams were wearing thin - neither of which seemed to bother him. He wore it so often that his friends and family kidded him about it, but that didn't seem to bother him either. The T-shirt fit perfectly, it was comfortable and he even remarked once that he could think better when he had it on. That remark prompted his mom to try and replace it as she prepared to send her son "Matt" to his first year of college. (Matt is not his real first name, but I use it in the interest of protecting his mother from the retaliation she may face if he finds out she shared this story. Old and torn T-shirts are not embarrassing, but evidently parents are.)
A return shopping venture to the K-Mart on Nicholasville Road where Matt's mother remembered having originally purchased the shirt yielded nothing, as did her trips to the local sports stores. Plan B kicked in. It started with a photo of the shirt and a written description of it, as well as a few short sentences as to why she was trying to get an exact replica. Matt's mom got on the Wilson Web site with her request. Other preparations for Matt's departure continued, but his mom had her heart set on getting him that shirt. It was special to him and he was special to her, and he was leaving. She had gotten an initial response that her e-mail had been received, but it was days before she got the reply that the shirt was no longer made and they would not be able to help her. Disappointed, she continued doing the tasks involved with getting her son packed for school, now washing the beloved T-shirt on the delicate cycle and drying it on a hanger.
Two weeks later, on the Friday before the family was to drive Matt to freshman orientation, a padded manila envelope addressed to Mrs. Wilson arrived at the front door. It was bulky and thick, addressed by hand with only WILSON written in the upper left-hand corner. She spirited it off to the laundry room so no one would see her open it, and inside were seven T-shirts identical to the one Matt had worn to threads. A small note said, "One for each day of the week. Good luck in school." There was no other identification. Sincerely wanting to thank someone, she sent words of appreciation through the same e-mail that she had used to make her request, but never heard back.
The ride home after dropping Matt off for orientation, was a quiet one, but one that erupted with laughter when recalling Matt's look as his mom handed him a big box stuffed with seven laundered "WILSON" shirts exactly like the tattered one he had on - minus the holes.
It still is not known where the T-shirts came from or who made the effort to search old inventory or contact the folks who may have had old stock, but the anonymous act of kindness and selfless service has made Wilson a customer for life.
It is so often the smallest of things that makes an impression. While finding seven T-shirts is no small thing, the service mentioned in one note I have received was, and it prompted a Quantrell service customer to drop me a line. It seems Quantrell frequently leaves a sweet snack on the seat of the cars after they have been serviced, and one customer casually mentioned to his service person that he preferred Oreos to whatever it was that he had seen through his windshield. It was just a silly remark, but when he walked out back a few minutes later to get in his car, the treat had been replaced. Oreos it was, and a satisfied and smiling customer as well.
E-mail or call, drop me a line, but let me know the incidences of customer kindness and service that have made an impression on you. They may inspire someone else, or make their day as well.
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