When you fly with “cheap” airline EasyJet and you arrive early for your flight home, they will put you on an earlier flight for free if there is space. A nice gesture that costs them nothing (in fact it’s positive for them as it gives them a – be it slim – chance to sell the seat you just opened up on the late flight, whereas surely nobody was going to buy a ticket anymore on the flight that is just about to leave). But the point is, it costs them nothing, it’s a nice gesture, the customer is happy.
Try to do that at “full-service” airlines Swiss or KLM. If the person at the check-in is nice, you may be fine. If he/she follows the official rules, they’ll send you to the ticket office to BUY the change. The ticket office will then display the flexibility of a concrete wall, lecture about how your class of Economy doesn’t allow this, etc, etc (don’t get me started on how there can be a dozen classes of Economy that are neither logical nor clearly explained nor have any resulting effect on what the customer gets, except for how difficult you make life for him/her and how much you charge).
Anyway, the point is, if you have a business and there is something you can do that doesn’t cost you anything and makes the customer happy, do it. Yes, give some thought to whether the customer can game the system, but the vast majority of them won’t and will simply appreciate your gesture.
What could a bike company do to make your life more enjoyable? Let me know in the comments section of this post or on twitter.