I once worked for a heating company in customer services, and one day with ten minutes before the office closed on a Friday I received a call from an elderly client to say that her heating engineer hadn’t turned up to fix her boiler. Knowing that the engineers were finished for the day, and her engineer refused to attend, and this elderly lady would be without heating over a cold weekend, I asked my manager if it would be acceptable for me to attend the appointment myself with another heating engineer who I gave a lift home to each night and fix it for her out of office hours and without expecting paying for it. My manager agreed and we went in our own time and fixed the boiler, so she wasn’t left without heating all weekend.”