Years ago when a favored grocery store was still independently owned, I witnessed an amazing display of genuine customer service. At the time, the store employed “bag boys.” Several would be on duty, and they took turns packing up your groceries at checkout, then loading said groceries into your car when you pulled up to the storefront. (I wonder if any store still offers this complete service?)

So one day I was in line behind a mom holding a sleeping baby, a purse, and a diaper bag. She had three other children, all boys, ages around three, five, and seven. They were each begging for a nickel for the gumball machine. She maneuvered her purse to where she could reach in and get the coins. As she gave them each a nickel, she said, “That’s all the change I have so be careful.”

The two older boys went first and each got their gumball. The littlest one had some trouble turning the knob of the machine, but declared, “I want to do it myself!” So he turned the knob with both hands, and the gumball came shooting out of the machine and across the floor. “I’ll get it!” said the oldest boy as he stomped the rolling gumball with his foot.

Well, he got it, all right. And it was a flattened mess of sugary goo. The littlest one let out a shriek then began wailing loudly. By this time the baby is awake and crying too, and the other boys are yelling while trying to make the point that this was definitely not their fault.

Mom is now trying to write a check while soothing the baby and trying to control the unholy noises coming from the other children. And then down the front aisle comes Isaac the bag boy. He reaches into his pocket, comes out with a nickel, puts it in the machine, and then he hands the young boy a fresh gumball. Instant silence prevailed.

I have never forgotten that incident. Think about it: For a nickel, the lowest paid employee of the store likely bought a customer’s loyalty for life.

Now that the store is owned by a huge foreign corporation, I’m encouraged to do self-checkout (they tell me it’s for my convenience) and bag my own groceries. But I don’t.

It appears that many of us have grudgingly learned to accept mediocre or poor customer service. When we encounter a company or individual who does actually go beyond our expectations, we’re often surprised and delighted.

When you think about it, that’s just sad.

To my readers: Since I strive to keep this a positive post, please share a story of exceptional customer service you’ve encountered lately.