There are a few company policies that need to be adhered to all the time.
Anything related to inappropriate Web surfing, for example, is best not left to interpretation. Human Resources should stick when it comes to harassment, job searching on company time and not keeping snakes, specifically constrictors, as cubicle pets. When it comes to serving customers though, should a policy be adhered to 100 percent of the time?
Far too often we’re denied some concession or level of service because of a policy. Think about that. “It is against our policy to make our customers happy.” is what, in essence, a company is saying to a customer when that phrase is exercised. No, the customer is not “always right.” They are, however, essential to us staying in business. Which means companies need to be able to strike a balance between serving policy and serving their customers. We do not need to cite here the number of studies done that relate flexible customer service to profits. Stop in an Apple store lately? Is it a surprise its earnings report read like it did?
Companies enter into a promise with customers once money is exchanged for goods and services that those goods and services will perform as reasonably expected. If keeping that promise means bending the definition of a specific policy on occasion, then it’s probably worth it.