+manylots. It's always surprising to me how often companies (in all industries) can be broken up into those that understand the value of goodwill and those that instead nickel-and-dime.

My local Potbelly (sandwich ship) every now and then will just say "No charge, this one's on us". This only happens around once every 30-40 times I go in, but they loyalty that it has created means that I go there **way** more often than I otherwise would. It also means that in the few times that something goes wrong/I have a bad experience, I don't really care.

The additional profit that they've made from having me as a loyal customer more than covers the cost of 1 free sammich every N. 

In many ways Markley seems similar - they feel like they understand that some things (like OOB) are annoying to deal with, and that the loyalty / goodwill provided by being "nice" more than repays the cost of the service.

W