I Can’t Tell a Customer No
September 15, 2009
Processes can’t take into account every possible situation. And in this competitive business environment, a little flexibility can go a long way in securing customer loyalty.
Procedures and policies are an important part of any successful business. But honoring a customer commitment, no matter how small it may seem, is also important.
On her way back from a meeting, Lisa, our office manager, stopped to pick up lunch at the drive-thru window of a Boston Market store.
She was greeted over the speaker by an energetic and friendly voice that asked for her order. She wanted a chicken sandwich meal. She also wanted two side orders instead of one side order and a drink. Since the drink was exactly the same price as a side order, she didn’t think this would present a problem, although past experiences at other restaurants have proven this not to be the case.
To her surprise, the employee thought about this request for a second and then replied, “I can’t tell a customer no!” Then, reconsidering it for a moment, he added, “…but let me check with my manager.”
Well, as you can guess, the manager said no. But when the employee returned to the window he said, “The manager said no. But I already said yes. So I’m going to do it for you this time anyway.”
Was he breaking a rule by disobeying his manager? Probably. Was he doing the right thing in honoring a commitment already made to his customer? Absolutely. The price of the soda was exactly the same as the price of the side order. Had the answer stayed “no,” Lisa would have been a little disappointed. With the answer of “yes,” she was delighted.
Are there times when it makes sense to go out of process? Do your employees and co-workers understand this? Are they empowered to do so? Processes can’t take into account every possible situation. And in this competitive business environment, a little flexibility can go a long way in securing customer loyalty.
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