What if your customer service policy says one thing and your management says another? Recently a friend in the retail business told me of a number of cases when a customer would ask for something that was specifically against the policy of the store, for example, their money back after the 90 day deadline, etc. In every case, after the Customer Service rep said no, the customer complained to the Store Manager, who immediately overrode the policy and gave the customer what they wanted.

What you need to do is COORDINATE YOUR POLICIES. Overriding the very rules you put in place only makes your front line staff look bad. Either change the rules or stop changing them every time someone whines loud enough.

Now, I have no problem making the customer happy, but why have a policy you don't enforce? Would it not be better to drop the rules (since you don't enforce them anyway), and adopt a "make every customer happy" policy?

"But Rob," you say, "then everyone would take advantage of us!"

Not necessarily.

Yes, they may tell their friends about your fabulous return policy. But think about this: What happened when that complaining customer got what she wanted? She was happy. What do happy customers do? Tell others about their experience.

What would she do if you sent her away fuming? Tell others about her experience.

Which story would you rather have her tell her friends?

Like everything else when you are providing a service CONSISTENCY IS EVERYTHING. Everyone likes special treatment, unless it's not happening to them.

Rob Wallis is an author and speaker on workplace communication and customer service, and founder of The Wallis Group. Find him on the web at TheWallisGroup.com

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