They were my keys. 

When picking up a new car at CarMax this past weekend and leaving the rental car I had been driving, I forgot that all my keys were on that rental key ring.

I called CarMax once I got home and realized what I had done.

I figured I had two options:

#1. Drive the 45 minutes back to CarMax to get the keys.
#2. Take it as a loss, since I either had or could make copies.

But the person at CarMax said: “No problem, it actually happens a lot. I’ll FedEx them to you in the morning.” And no, they didn’t ask me to pay for the shipping.

Here’s the thing…

I just paid several thousand dollars to CarMax for a pretty significant purchase.

And while it all went smoothly, the thing I’m going to remember is how they took the extra step to quickly and easily send me my keys.

Unexpected gestures, even when small, are what your clients (and others) notice.