In supermarkets and grocery stores across the country, team members will, from time to time, breach company policy in order to keep customers happy.
It could be a shop assistant providing a refund without a docket; or a department manager who allows a small child to sample new season strawberries for free.
Retail expert professor Gary Mortimer said this “customer-oriented deviance” can stem from a genuine desire to help a customer in need or to improve job efficiency, but others may have their own self-interest at heart.
Does allowing flexibility to “bend the rules” lead to positive or negative overall commercial outcomes? Is it OK if it doesn’t impact the bottom line? Vote below and share your thoughts in the comments.