TightWind is written by Kyle Baxter. Stay Hungry. Stay Foolish.

Jason Fried ordered a bike from Mission Bicycle Company, and it was damaged in shipping. How they handled it is nothing short of fantastic:

I sent an email to Mission with some pictures of the box and the damage and asked them what to do next. They wrote back quickly and asked me to give them a day to think about how best to handle the situation.

The next day I got an email from them. They said sending the whole bike back would be overkill since the only thing that was damaged was the frame. Further, the bike was ridable – it was just a paint problem – so sending the bike back would mean I didn’t have a bike for a week or so. They didn’t feel good about that.

Read it, learn from it. What’s important isn’t that they went through so much trouble for him. What’s important is they genuinely cared that his expectations were met and, when something bad happened, they did what they thought necessary to fix it for him.

In fact, they went beyond his expectations, because they had to meet much higher ones—their own.