There was no storewide announcement of the problem, or its consequence. Cashiers simply told customers there was a computer glitch, bagged their groceries, wished them a happy holiday and a safe drive, and sent them on their way.
It was estimated that up to $4,000 in groceries were given away before the computers began working again.
The cashiers did not consult headquarters before making the decision and they heard no negative feedback from upper management. They were totally trusted to do what was right for the customers.
This story is from 2009 and still bouncing around the blogsphere.
SERVICE ORIENTED SELLING