Customer Service

Customer Service.  I've been in that business for over 21 years in my current position.  Add another 5 with my previous positions.  I would like to think I've got a good grasp on what it is and how to provide it.  I've been through numerous courses and training classes to learn how to provide Customer Service.  Not just Customer Service, but exceptional Customer Service.  I've also noticed that I observe Customer Service in every business I visit.  It's rare to see exceptional Customer Service.  The type of service that not only meets but exceeds or surprises the customer.  I had one tonight.  A few weeks ago we ordered some take out at Taco Bell on FM2499 in Flower Mound just south of FM407.  It's a new Taco Bell.  As happens with take out occasionally we were missing 1 item.  When that happens I usually call because not only did we pay for that item, I believe or hope they want to know when that happens.  I believe in giving them a chance to rectify the problem.  Sometimes the response is for me to return and get the item, which I usually won't do as my time is valuable to me.  Sometimes they tell me to mention it next time I'm in and I'll get the item then.  Occasionally they will even take my address and send me a gift coupon to make it up.  That's a nice gesture.
However this time when I called, the Manager said to let them know when I come in next and they'll not only give me my missing item, they'll add another item from the menu.  Anything I choose.  So tonight I went in to collect.  Since I was getting my dinner I not only ordered the missing item and the free additional item, I added a few more things to complete the meal.  That's when I was surprised.  They gave me my whole order for free.  And it wasn't even the manager, it was the person working the counter.  This person had the freedom to make the call.  That was very good Customer Service.  Enabling the person who is on the front lines to take care of the problem.  I was impressed.  Not only did they meet my expectations, they exceeded them.  I can tell you I will be back and even though I have a Taco Bell that is much closer, I will be driving a few extra miles to visit this Taco Bell again.