They want a story. All with a start, a middle and an end.

Here's one about a bartender going above and beyond for a customer.

START:

This guy is drunk in a bar, and he pukes all over his shirt. Makes a real mess. He says to the bartender "MY wife is gonna be so angry when I get home and she sees that I've thrown up all over my shirt. She's gonna make me sleep on the couch of a week!"

MIDDLE:

So the bartender tells him "No problem! Here's what you do. Take ten bucks and put it in your shirt pocket. Then, when you're wife asks what happened, you tell her some OTHER guy puked all over your shirt, and gave you this ten bucks to get it dry cleaned."

The drunk says "I'll do it!"

END:

So the drunk goes home, his wife meets him at the door and says "What happened to you?" and the drunk says "I was at the bar, some guy puked on my shirt and (reaches into his pocket) gave me this ten dollar bill so I could get my shirt cleaned." So the wife looks at it and says "That's not a ten, he gave you a twenty!" The drunk answers back "Oh yeah, I forgot. He shit my pants too!"

If you want to tell that story, go ahead. They prefer stories that highlight all parts of the SMART customer service though.