[5] When my parents learned of the incident, it really
increased their appreciation of the amusement park.
In fact, that one customer-service decision over a ten-
dollar salt and pepper shaker would end up earning
the park more than $100,000.
6 Let me explain. After my parents heard of
the incident, they decided to treat visits to that
amusement park as an integral part of their volunteer
work. They had a twenty-two-passenger bus they
would use to drive my mother's students from their 10
hometown to see the park. For more than twenty
years, my dad bought tickets for dozens of kids to go
to the park. I went on most of those trips too.
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