Dive Brief:

• Anjali Kumar, general counsel and head of social innovation at Warby Parker, discovered that a fellow Acela train passenger left his Warby Parker eyeglasses on the train.

• Because the passenger had immediately reordered a new but identical pair that day, it was easy to track him down and return his glasses.

• In the package, Kumar wrote a personal note to tell the customer what happened, said they replaced the scratched lenses in the original, lost pair, included the new order, and sent, for good measure, a copy of Jack Kerouac’s novel On the Road.

Dive Insight:

It was kismet that Warby Parker’s Anjali Kumar was sitting so near to this Warby Parker customer, but her efforts in this little tale are impressive nevertheless. In fact, the customer gushed on Facebook about the experience, which led to a post in Forbes.

Including a copy of On the Road was a nice touch, something a friend would do. And it’s meaningful; the eyewear retailer’s name is derived from two characters in the novel, and many of its styles are derived from those of Jack Kerouac’s time.