Heroic Customer Service by a Senior Executive at Warby Parker

Does the senior team at your company talk about superior service and the importance of going the extra mile for customers? If so, how many actually walk the talk? To steal an immortal line from the former Texas governor Ann Richards used when describing George W. Bush, it's typically "All hat, no cattle." Or more aptly, "All PowerPoint, no action." I recently received a message from a good friend named Eileen Scully. She shared a heartwarming story from her friend Michael John Mathis. Michael had posted the following message on Facebook recounting an episode of lost glasses on a train.