Rule-breakers providing exceptional customer service: defying conventions for outstanding user satisfaction
In a commendable display of customer service, an unnamed restaurant worker managed to salvage a potentially damaging situation after a frustrated, long-waiting customer received an incorrect order. The customer, a regular patron, was visibly upset and seemed on the verge of leaving. However, a supervisor stepped in, skillfully de-escalating the situation and ultimately securing the customer's continued loyalty.
Upon being approached, the supervisor, a woman, led the irate customer to a quiet table, where she engaged him in a calm and diplomatic conversation. Her efforts swiftly pacified the customer, and within minutes, he was calm and amicable.
Fortunately, by the time the customer's peace had been restored, the correct order had been prepared. The supervisor then personally delivered the food to the customer, along with a small-sized pizza as a gesture of goodwill, explaining, "That's on the house—for the inconvenience we caused you." With a warm smile, she waved the now-satisfied customer out of the restaurant.
However, the story did not end there. As the customer left the premises, it was revealed that the supervisor's act of kindness may have violated the restaurant's "No Free Food" policy. Despite saving the day and potentially retaining a valuable customer, the supervisor risked disciplinary action.
This situation highlights the fine line between exceptional customer service and rule-breaking. In many businesses, employee discretion is often required to meet customer needs and maintain satisfaction. Such actions, although unofficial, can reap significant benefits, such as repeat business and positive word-of-mouth marketing.
The propensity for employees to engage in such "pro-social rule breaking" has been studied by Elizabeth Wolfe Morrison, a professor at New York University. In her paper titled "Doing the Job Well: An Investigation of Pro-Social Rule Breaking," Morrison identified three primary types of deviant behavior: rule-breaking to perform one's responsibilities more efficiently, rule-breaking to help a colleague, and rule-breaking to provide good customer service.
An important factor contributing to pro-social rule breaking is the amount of autonomy employees have in their roles. Empowered employees, entrusted with a degree of responsibility, are more likely to act in deviant ways to benefit the customer or the organization. Co-worker behavior and the employee's risk tolerance are also essential factors in determining the likelihood of pro-social rule breaking.
When considering employee deviance in customer service, it is crucial to strike a balance between fostering innovation and maintaining organizational fairness. By identifying and classifying deviance, setting clear standards and expectations, promoting a culture of innovation and feedback, addressing retaliation concerns, monitoring and adapting the policy, ensuring legal compliance, and aligning the policy with the organization's values and mission, businesses can create a policy that encourages positive behaviors while maintaining organizational rules and fairness.
- The incident at the restaurant, where a supervisor provided a free pizza to a disgruntled customer, may have broken the restaurant's 'No Free Food' policy, raising questions about the balance between exceptional customer service and rule-breaking in business.
- In her paper, "Doing the Job Well: An Investigation of Pro-Social Rule Breaking," Elizabeth Wolfe Morrison identifies three primary types of deviant behavior, one of which is rule-breaking to provide good customer service.
- To maintain a balance between fostering innovation and maintaining organizational fairness, businesses must create a policy that encourages positive behaviors, such as pro-social rule breaking, while ensuring compliance with the law and adherence to the company's values and mission.
