A waitress was working a grind and, amid the afternoon rush, she spilled a beverage at a customer’s table. The liquid rushed across the table and onto a customer’s purse.
So many situations could have gone down. The waitress could have shrugged and apologized. She could have gotten a manager. She could have quit on the spot – fed up with the work and the pressure on her.
Instead she got the customer’s name, address and type of purse. She let the customer know that she was sorry and would happily be buying and sending her a replacement purse of the same.
Not every employee can be this waitress. At least not if left to their own accord.
But any brand can give an employee a budget per customer to use when needed. Can encourage their team to do what’s right in the moment. Can remind them that permission isn’t needed to follow one’s gut when it comes to caring for a guest.
The reality is every business owner is already trusting the employee with the brand in their day-to-day work. There shouldn’t be concern in extending the responsibility of financial support to make things right for a customer.
Stay Positive & A Little Can Go A Long Way
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