I don't Need to Know How the Sausage is Made

Sometimes the details get in the way of service. 

"I can't refund your purchase because of our policy."

"I have to go get my manager to approve this." 

Seamless service. When we take care of logistics behind the scenes it is very apparent. It is equally apparent when we do not. When people take the time to care it makes the job look effortless. The manager may still have to approve it, but does the customer really need to know that? Can we refund the customer if there is a genuine reason why? Even if there isn’t, what is the cost of losing that customer?  We own the ingredients and the process, so our customer doesn't have to. Policies aren't so much recipes as they are guidelines. At the end of the day, are we serving our customers or our policies?