It was 8: 00 a. m. on saturday morning. liz just learned that her well-meaning cousins were headed over to her unpack her household. she had just moved back to chicago from the west coast. were they really planning to work, or were they expecting brunch? a bagel and pastry shop was just up the road. she would call in a food order. when she arrived to pick it up, it was not what she ordered. the store associate quickly made it right, and offered an extra dozen bagels to make up for the mistake. there was no need to check with the supervisor, as the employee was to make decisions that translate into good customer service.