By Spencer “The Catalyst“ Rubin
Rules and polices exist for a reason, but you know, it’s okay to break them…when you really should break them!
I love rules…and I hate rules.
They serve a great purpose…yet some are meant to be broken.
Let me tell you about my Saturday morning on May 14th.
I was at a cell phone store, my least favorite place next to the DMV, and what I assume the visit to a proctologist is like.
I arrived right before opening (9:59am), behind 3 other customers. There were only 2 store representatives on duty, so I had to wait along with customer #3, a very cute little old lady. No big deal. I needed the help and was willing to wait.
Just our luck, the 2 customers in front of us had major problems and 35 minutes in, we were still waiting.
At this point, the cute little old lady’s bladder couldn’t wait any longer and she approached one of the store clerks, who was still helping one of the 1st customers.
Here’s how it went:
LITTLE OLD LADY: May I use your restroom?
STORE REP: No, I’m sorry we don’t have a public restroom
LITTLE OLD LADY: Oh. I understand and I normally wouldn’t ask, but this is urgent
STORE REP: I’m sorry. But, _____ has one. (____ is the sandwich franchise next door)
LITTLE OLD LADY: I don’t think they are open. I have been a customer of yours for many years. can I use yours?
CUSTOMER BEING HELPED: Hey, I can wait. If you can help her I’m happy wait.
STORE REP: I’m sorry. We just can’t let the public use our restroom. It’s for employees only.
COME ON VANILLA! REALLY??
You had a time to shine… to help another human being… to assist a LONG-TIME customer in need… and you dropped the ball.
Now listen, I know corporate policies are set by suits at Corp HQ… but in an era of over corporatizing and disconnecting… maybe, JUST MAYBE we can train our people to be human, recognize times to make an exception, and take care of customers in an emergency situation (and this kind of seemed like one).
The little old lady left, a bit embarrassed. I jumped up, held the door open for her… and I left too. In fact, I likely left them forever.
What was the elderly customer going to do? Use the bathroom, then tell all of her friends and family that they can use the store’s restroom any time they wanted, thus causing some kind of inconvenient rush of bathroom use requests? Heck no.
Paying Customers Are NOT Public! Especially those that have stayed loyal for many years. Paying Customers Are FAMILY…and you take care of family.
If your company cares…and your people care…your customers are likely to care…and last I checked…that is a very good thing!
Be Great! Just Being Good, Kills Greatness!
Make It Easy For People To Do, And Keep Doing Business With You!
Look Up…And Surprise Someone!
Spencer Rubin is a Beaverton Resident with 3 kids attending local schools. With 23 years in the advertising and marketing Industry with AM1360-KUIK, Spencer has become a passionate advocate for the success of small, local business owners. This article has been adapted for the BRG from his weekly Catalyst newsletter.Questions? Contact Spencer at
971-732-4745 or spencer@kuik.com
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