I was doing some repair work at my parents', and on the cellar workbench was a "Toyota Motor" reversible flathead/Phillips head screwdriver. There's a story behind this.

My mother had a '76 Gen 3 Toyota Corolla en.wikipedia.org/wiki/T… , in which both my sister and I eventually took our drivers tests. It had a four-speed manual and rear-wheel drive, so it was reasonably sporty for an economy car.

During the first year she owned it, we received a package from Toyota Motor in Japan with a letter saying "We suspect that a few of our cars might have shipped without a tool kit, so here's a replacement with our compliments; sorry for any inconvenience." And that was back when cars were equipped with a serious multi-element roll. Hers in fact had one, so the second set was re-deployed into other household tool boxes.

That always stuck with me as a great example of engendering customer loyalty through a gesture that might've reduced their margins near-term, but clearly paid dividends later through repeat business.

Fast-forward half a century, and my mother's still driving a '24 Toyota Corolla.