This is the ultimate customer service.  Last week the University of Kansas Library’s journal search wasn’t working for off-campus internet.  The KU Library offers a way to instant message a librarian.  I was going to IM the librarian just to tell them of the problem, but the librarian went above and beyond the call of duty.  He asked me for details of the article in question, and he was able to access it, download it, and email a .pdf of it to me.  That’s customer service!