In Customer experience, how to create a raving fan without mentioning it to your customer?

The situation: I needed a banner – yesterday –  and went to Kolwal Agency for the design. I sent them all my artwork but my logo file was corrupted. They asked me to send a new file, I did, it was still corrupted.

OK customer service: They could have told me to go back to my designer and get another file – one they could use, which could have taken days.

What Kolwal Agency did:  Realizing I was in a hurry for the banner and had no time to be going  back and forth with my designer, they proactively re-created my logo for me… getting my banner done on time and saving me lots of time and headaches! They “Wowed” me!!!