Mrs. Auerbach's belief in customer service was so focused that employees were charged with making sure every customer was satisfied, regardless of the cost. While the sales staff was not permitted to make final decisions in this area, Mrs. Auerbach's service managers had the last word, even to the extent that, on rare occasion, they were permitted to override a merchant's decision and take charge to satisfy a customer's need. While no service manager was ever chastised in this effort, an occasional merchant received the dreaded summons to the eleventh floor to be reminded by Mrs. Auerbach personally of her commitment to customer satisfaction. Further evidence of the store's commitment to service had a small staff of the service management personnel and two or three drivers on duty, sometimes until after midnight, on Christmas Eve to dispatch replacements for gifts that had not been received in time to be placed under the tree for Christmas.