Years ago I bought from Office Max a couple of retractable Zebra pens that were thin, had steel barrels, and could be refilled. (I prefer pens that perform without fuss and don't break the bindings of the things I insert them into.) When they ran out of ink I went back for refills and bought the wrong ones. Over a year later I went back again, this time with one of the pens in hand, and bought the correct model number refills. I decided to make sure they worked before leaving the parking lot and found that I could not get them to fit into the pen. I walked back in thinking I was going to have to do a return and throw away the pens. A staff member named Isa spent several minutes trying different things, and in the end I had not one but three of the same pen that work and refills that work, enough to last me at least 2 years. Isa could have given up at several points. Instead he stuck with it and left me feeling like Office Max actually values my business. That takes patience and a bit of grit, a prime difference between average customer service and the extraordinary. Thanks to Isa for saving my favorite pens and to Office Max for hiring such a kind, professional and diligent employee. read more