Why does nobody talk about the guilt of bending rules to help a customer?

I used to work at a hotel front desk, and a family checked in late after a long drive. Their reservation had a mix-up, and we only had a smaller room left. My manager said to charge them full price anyway, but I knew it wasn't fair. I gave them a discount without telling my boss, which broke policy. It felt wrong to lie, but seeing them relieved made it worth it. Customer service often puts you in spots where doing the right thing means going against the rules. Has anyone else faced something like this?

2 comments

2 Comments

christopher95223h ago

Yeah, I get that... it's tough when you know what's right but the rules say otherwise. Been in similar spots myself. You just have to go with your gut sometimes.

quinnbailey17h ago

Tell me about it, @christopher952, though my gut's track record is pretty bad.