That IS a great story.

Even just a small act of kindness can brighten someone's day and make a great impression for a company.

An example - a couple weeks ago I sent an e-mail to the general e-mail address for the Conrad Hotel in London. I had noticed on my confirmation for an award stay that it was not noted that I had requested a non-smoking suite.

I asked if the hotel could make sure that we were assigned a non-smoking suite because my wife has asthma and would find it difficult to breath all week if we were assigned a smoking room. The employee that answered my e-mail said that it would be no problem and had taken care of it.

Apparently he had entered some comments into the reservation record also because the check-in clerk showed us up to our room and mentioned that he hoped this room would be acceptable because he didn't want my wife to have any breathing problems during our stay.

Just a small thing but it meant a lot that the Conrad hotel cared..