Nick orders the same lunch every Wednesday from the Cosi nearest his office: turkey and corn chili. That sounds really tasty, but Nick was unhappy because he wasn’t getting all of the soup he paid for. When his soup cup wasn’t full a few weeks in a row, he sent a complaint through the chain’s website. The area manager sent a nice letter back offering a free meal at any location. Then things got weird. And awesome. The manager tracked him down using LinkedIn and had more soup delivered to his office.