I often complain that customer service is dead, that retail companies are forgetting to train their staff the motto: the customer is always right. How come I’m usually wrong, and there’s no way to solve or answer my questions?

Anyway, when my faith is restored, I try to shout it from the rooftops. So, here goes.

Here were two such positive incidents that happened in the span of two days.

Hertz - First, I was on the phone with Hertz about a letter I received in the mail. Apparently $3 was charged to my credit card because during my last rental, I’d gone through an Ezpass lane and their built-in PlatePass card paid the toll. I called customer service because I’d purposefully carried my own Ezpass in their car so I would not pay the extra fee from Hertz. I wanted to know how to prevent the same thing from happening with my next rental, which coincidentally I was picking up that afternoon.

The gentleman I spoke to - I wish I’d gotten his name - was a pleasure. I told him my concern about it happening again and that I was calling to find out how to disable the service. Though I hadn’t asked, he immediately removed the charge from my credit card and admitted that Hertz was still working out the service. He said as long as the box that contains the Hertz Ezpass, behind the rearview mirror, was closed I could use my Ezpass without trouble.

Our conversation was pleasant and brief. On behalf of Hertz he appreciated my business, and it showed. I was a contented customer before getting on the phone, and after I became a loyal customer. That is the power of good customer service.

Crate and Barrel - My second experience was with Crate and Barrel. I was already loyal after registering with the store for my wedding nearly four years ago. I love that their packing material is recycled and recyclable.

I called their customer service because I was interested in buying a headboard. My bed is on risers (living in Manhattan, space is precious and off-season clothes are stored underneath) and I couldn’t tell from the website photos if the headboard stood on its own, separate from a bed.

When I called their main line, I was connected to a specialist in the Furniture department to answer my question. Again, I wish I’d gotten her name. I felt like I was talking to a friend, because we brainstormed possible options as if she was standing in my bedroom with me. We went over the dimensions and weight (70 lbs!) so I could measure while we were on the phone and she talked about her headboard and how she has it detached, pushed between the bed and wall so she can easily move it for cleaning.

This call was also a pleasure and brief. We spoke for 5-10 minutes, and in that time I felt appreciated, listened-to and that my question was completely justified. I can’t say enough good things about Crate and Barrel, their products and their employees.

Good customer service does exist! Anyone else have a story to share?

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