Good or bad, there is usually a work around…for something that went wrong.
- company policy
- security measures
- data processing calculations
- adjusting inventory
- free item
- gift card exchange
- out of date
- or, even…a detour on the only road you know
Systems can be restrictive for one of two reasons:
- Because people shouldn’t be able to do what they want to do.
- Because the system didn’t know that this was something that you were going to allow them to do.
In the end, if the customer feels better and decides that they will come back, this is the best scenario.
Sometimes the best people in your company are the ones who know that the customer has had something go wrong.
They may be able to make it right, but they definitely have to use a work around practice…which may or may not violate your company policy. If they can do it, you better have taught them how and given them the “authority” to do it.
~ Dawn aka Hat Girl