Alan. 

1. A visit to the National Trust house and garden at Polesden Lacey, near Leatherhead, Surrey today threw up a superb example of customer service. I went there with a friend and we were early, so decided that we would grab a coffee in their Courtyard Coffee Shop. As it was early they were doing a breakfast offering – a bacon sandwich with tea or coffee for £3.50. Bargain! So we ordered two, both with coffee and were asked what sort of coffee we would like. We chose latte and went to the checkout to pay. When asked to pay £9.80, I queried this as the offer should have totalled £7.00. I was informed by the member of staff that this only covered a filter coffee or pot of tea – latte was charged as extra. I commented that I had been secretly “up-sold”, handed over my money and was distracted by the bacon sandwiches arriving from the kitchen. Taking our seats, the staff member came over to hand me my change with a smile – I had only been charged £7.00! [When I checked the offer information more closely on leaving, it did indeed only entitle us to a filter coffee or pot of tea.] But there was no fuss, no delay, no referral to a Manager, no problem in charging me the lower amount. I had not actually complained, but I had expressed dissatisfaction (however mildly) which was picked up and acted upon by the excellent staff. Fantastic service........... Alan. 