When asking a favor, it is one thing to ask for something completely harmless but another entirely when it involves something a little risky. Today I tried to see if I could borrow a pair of skates at Sonic and skate around their restaurant. Sonic is known for having skating servers to serve food to parked customers. Would they allow me to skate and have fun? Or would they be afraid of the liability, were I to slip and fall during my adventure?
The one truth I have found about great customer service is that the best customer service representatives look for opportunities to accommodate, rather than reject. In this case, the manager minimized the risk of liability by having me sign a waiver. That way she could both ensure customer happiness and minimize her risks. I wish all customer services people could be like her.
Learning: The Bible teaches people to, “be as shrewd as snakes and as innocent as doves.” (Matthew 10:16). This should be the motto for all great customer service teams. Say ‘yes’ to customers, but in case things go wrong, make sure your employer is also protected.