The next afternoon, the library called to ask if she had, indeed, checked out the book.

"Since it was returned so quickly they were concerned that there might have been a mix-up and I might not have actually received it," Jackie wrote. "They didn't want to send the book back to its home until they were certain my request had been fulfilled.

"Simple thing, to make a phone call. It took them less than five minutes. But I can tell you it surely affected my feeling of goodwill! … So often, I seem to get the grumpy clerk, or the one who won't make an effort, or the one who just doesn't care. It's a tough world — that's why it's so refreshing to be treated kindly."

Indeed it is, Jackie. Treating each other kindly is something all of us can do. It doesn't cost anything, and it pays huge dividends.

If you have a comment or question regarding customer service or personal finance, send it to gkratz@desnews.com or to the Deseret News, P.O. Box 1257, Salt Lake City, UT 84110.

E-mail: gkratz@desnews.com