----- Original Message ----- From: "John Sessoms"
Subject: Re: Returns (was Re: Leica M9)
The only thing that bothered me about it was knowing XXXXXX management would blame me for giving bad customer service if the customer complained to management. Didn't matter if you were following company policy, and risked being fired if you violated that policy, the customer was unhappy, therefore it was your fault. That was also company policy.
Any time I found myself in that sort of conflict, if the customer request was so egregious that I couldn't bring myself to go along with it, I'd escalate it to a manager and let them make the decision. I figure one of the things that management is paid for is to decide which situations fall outside of the policy guidelines that they want me to follow. I never got written up for it since I never strayed from policy. Sometimes the individual manager wasn't happy, since he had to make a hard decision rather than write up an associate, but again, they get paid extra to make hard decisions.
William Robb
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