A customer has asked a favor. In order to do the favor, it means bending the rules. Is it ever good business to make an exception to company policy? Many businesses take the position that bending the rules just once opens the door to a flood of unreasonable requests from that customer. Another argument against bending the rules is that if you make an exception for one then you must do it for all. It has been my experience that such rigid thinking is generally not the best business decision.
I began my business career as a salesperson. Of course, you are probably saying all salespeople try to bend the rules. Anything to get the order! I also must let you know that I was raised by a father who was “by the book”. You follow the law and the rules and life is good. I did what my father said, but I learned in my early days of sales that one has to sometimes think and act outside the box in order to be successful. “It is called flexibility”, my old boss used to say.
When considering if it is the proper time to show flexibility, I look at some key parameters. First, is the customer asking the favor a good customer? Do they pay their bills on time and do business with me often? Secondly, is their request achievable? Is it really that difficult or costly? Thirdly, do I potentially have more to gain or lose by granting their request? Many times I find that it may mean a little more work for myself or cost me a little to potentially gain much more and I happily grant the favor. I can’t remember too many instances when I regretted my decision. I was successful in sales and have run my own business for over ten years now. I feel it is just another way to show my customers how much I appreciate their business.
