A couple of weekends ago, I had to buy some tablets for work. So I stopped by the trusty neighborhood microcenter and told the salesguy that I wanted to buy 3 iPads. The guy says “hmm.. I don’t know if I can do that, you see, we restrict each household to one iPad because there is so much demand”. I think.. fair enough and go on to tell him that I actually need to purchase a total of 9 tablets. 3 iPads and 6 Android tablets. Assuming that he will understand I am not your typical household, but a business. He goes into the “back room” to confirm with his supervisor and comes back saying.. a policy is a policy, we cannot do it. At this point, I am a bit ticked off.. I mean, don’t these guys want to actually sell these devices. I am on my way out to find another store and see a “manager” walking the aisles. I stop him and explain the situation, assuming he would be smarter and have the authority to “break” policy. Again no luck.. the guy kept repeating,”it is our policy to restrict each household to one iPad!!!”. Totally missing the point that I want to buy 6 more Android tablets too!!
I go to the competition across the road, TigerDirect and tell the first sales person that I need to buy a total of 9 tablets, 3 of them being iPads. The guy says “hmm.. we restrict iPads to one per household, but let me check with my manager”. The manager stops by assesses, the situation and “breaks” the policy and approves the purchase. I walk out with 9 tablets under my arms and making TigerDirect a couple hundred dollars richer (hopefully!! 🙂 )
Same policy in two different stores, but the fact that the manager in TigerDirect was able to asses the situation and go against the policy was a win-win situation for both the customer and his company.
Morale of the story? Hire good people and give them the authority to make decisions. Good things will follow :).