Margaret went above and beyond in service recovery. Margaret was tasked with contacting a patient family member for a telephone consent. During that conversation, the son's frustration became very clear. Apparently, the son has been contacted several times for surgical consent or anesthesia consent for a procedure that keeps getting canceled. Margaret told the son she would investigate the previous cancellations and would call back with the reasons for the cancellations. Margaret found out the patient had been canceled multiple times including the day she had called for a telephone consent. She spoke to the attending on the case and explained the number of cancellation and the frustration the son is experiencing over his father's care. The attending personally called the son and answered all questions and apologized for the errors. Margaret called the son back the next day to see if there was anything else she could do for the patient and him. The patient's son stated he really appreciated her going through the trouble to get him answers.