I have always been amazed at how ridged some companies policies are. It is understandable that policies are put in place to structure responses to situations.
What is curious is why companies have managers of departments, which cannot deviate from a company policy.
One is either a manager or a follower. Most companies could replace their managers with followers. As most managers are merely followers and have no authority to manage.
We recently had a heat treatment in which the possibility of the service preformed was in question. The customer was concerned that the possibility of having a recurrence of the problem would place the timing of our guarantee in question.
Because of our success rate in the service provided. I was confident that the service was in deed completed as promised. I did however waive the 30 days guarantee to help bring some comfort to the customer.
There is a balance to every situation. I do not want one shot at everyone. I want to develop lasting relationships with people. By being loyal to my customers I believe the bi product of that is their continued patronage.