Offer customer-focused reasons vs. “It’s our policy”

photo credit: ckindel For months, my youngest son has been saving for a new set of skis. Given the instant gratification culture we’re surrounded by, its a good thing to watch a kid save his shekels for a few months for something he really wants. The timing is good for him to reach his goal, […]

“Nothing can be done about it.” Phooey.

One of the readers of my newspaper column owns a bar/restaurant. Recently she told me that one of her bartenders accidentally rang in a $6 charge twice on a debit charge card. They found the mistake the next day and corrected it by reimbursing the $6 to the customer. The customer called back and said […]