Going above and beyond "should" be normal
A couple of weeks ago I was in Peoria (Illinois) and looked for a local place to see if they could fix my exhaust problem. I called a local Midas shop and a guy named Chris answered and was able to help me determine the part I would need and told me to come in.
When I arrived I met the manger at the front desk and told him I was the one who just called. He said, “Oh yeah, Chris said you would be coming in.”
After waiting for a bit Chris came out and told me he could fix the problem. When the work was complete he showed me what he had done and made sure I was satisfied. The manager was helping another customer so Chris then came around the desk and took my payment too.
Surely Chris’s job description wasn’t to answer the telephone and check customers out as well as fix exhausts, but he didn’t care, he saw a need and met it. And he did it with a smile on his face the whole time.
I live an hour away from Peoria but I just may go back to that Midas to get my car worked on again… as long as Chris is there.