A few days ago, I contacted Step2 customer service to inquire about purchasing a replacement flag for my mailbox, using their online form.

Today, I got a package in the mail containing a replacement flag. No charge.

From the receipt in the package, the cost of the flag is $1.50, and they probably spent another dollar on postage (first-class package, 4 oz.). So they invested $2.50, plus the labor cost to print out the label, include the flag, and send it, in making a customer happy.

They succeeded.

Nice work, Step2. Well done.