This story appeared in the national papers last year and is so amazing that I wanted a share it with you too.

Pensioner Annie Bates regularly has breakfast at her local Marks & Spencer store.

In fact, she has been having breakfast there every morning for the past two years. And, despite being 96 years old, she walks the 3 mile round trip for her toasted teacake and a cup of fresh coffee every morning.

But waitress Julie Nightingale was worried and knew that something was wrong when Annie failed to turn up for two days running.

Julie rushed to Annie's house where she found Annie collapsed on the floor. Annie had taken a fall and had been lying on the floor for quite a while. She could not stand up and she didn't have a phone.

Thanks to Julie's prompt action Annie was taken to hospital where she received treatment for her injuries.

Sometimes people ask me what lengths they should go to, to look after their customers. If everyone were to leave their place of work to go and check on the customer then surely the business is going to suffer.

My answer to this is that you have to do what you believe is right. Sometimes customer service goes beyond all the normal business boundaries. After all, we are only human.

Derek Williams is creator of The WOW! Awards