The discovery that there is sometimes a real live person at the other end of a customer services phoneline!
Last week a package arrived damaged in the post. I didn't relish phoning up to let the company know - however the phone was picked up after a few rings - it was a surprise to find I didn't have to test out various digits on my home phone, jump through hoops and put life on hold for an hour.
My problem was dealt with quickly and kindly, and replacement items promised.
In the post this morning there is a despatch note for these items. And on the despatch note is a nicely worded message from the lady who dealt with my phone call.
Small thing maybe - but a pleasant surprise in these times of anonymous call centres. Full marks to the company concerned (well - as long as the items get here!)