I go to the local KFC about once a week. I buy a 10 piece bucket of grilled chicken. I get charged $10. They ring it up as all dark meat, and then serve the regular pieces. The manager is a customer, and set this up a few years ago. It's what I eat for lunch, nearly every day, at my store.
So...yesterday, a new guy is behind the counter. I say "I want a 10 piece bucket, grilled, all dark meat".
He says, "We do not have 10 piece buckets, Sir". He was really nice about it.
I said, "OK, the manager knows how to do this. You ring it up as 10 pieces of dark meat, and it comes to $10".
He said, "Sir. we do not have 10 piece buckets of chicken"
Claude; "I understand. Any manager can ring this up. I've done this dozens of times".
Him; "Sir, you don't understand, we don't have 10 piece buckets".
Claude; "No problem, thank you anyway"...and I walked out.
My store is a mile away from the KFC. About 30 minutes later, the manager comes in with a 10 piece bucket of grilled chicken. "I'm so sorry. The guy was new. He had no idea how to ring it up. I saw you leave, and I didn't want you to think we forgot about our deal. Here. Take this with my compliments".
I reached in my pocket to get the $10. "No, it was my fault. It's on the house".
I asked, "Are you on your way home?"
She said, "No. On my lunch break."
I took out a $50 bill. She said, "No, it's free".
I said, "I know. This is for you". She hesitated a second, and took it.
She went out of her way to rectify an unintended slight. I wasn't upset at all. I understood why the new guy couldn't help me. She went the extra mile on her own time.
Customer service, like that isn't soon forgotten. Just a thought.