This summer, I had the chance to unwind for a few days in the Swiss Alps, mountain biking through the stunning landscape. During one of my tours, I stopped at a cozy, welcoming coffee shop that also sold handmade, unique gifts. Among the items, an oracle card set caught my eye, so I decided to buy it. However, later that evening, I realized something crucial was missing—the booklet with the card descriptions.
Going back to the same shop was out of question as it was too far. But I remembered there was a second branch in a nearby village. The next day, I went there and asked a young woman if they had a complete set of cards. To my surprise, she said, “No, unfortunately not. But do you remember the price? Just tell me, and I’ll happily refund you.”
I was speechless. She didn’t ask for a receipt, didn’t want to see the cards, didn’t check with the other store—no questions or hesitation, just trust. I stood there, both perplexed and deeply moved by this simple yet profound act of trust. It wasn't just her gesture that impressed me; it was the realization of what it evoked in me. I heard myself say, “Wow, your trusting attitude has deeply touched me. Thank you. I don’t need a refund—I’m grateful for the generosity and trust you’ve shown. You’ve given me a beautiful, hopeful moment, and I thank you for that.”
This small encounter was a powerful reminder of how even the smallest social experiences can have an immediate impact on a shared sense of trust, both in business and in life.