Always. Period.
Sure there are exceptions to every rule. But our approach to customer service shouldn’t be to determine the validity of the customer. Our approach, and our goal should be to make this customer want to come back. Being right and saving your $8.99 purchase isn’t worth losing a customer. Seth Godin writes in his most recent blog post:
The customer who seeks out your help isn't often looking to deplete your bank account. He is usually seeking validation, support and a path to feeling the way he felt before you let him down.
Who cares if she actually asked to hold the mayo or not. If she says she did, she deserves my support as a patron to my business. What’s that statistic about telling bad experiences vs. good ones? It doesn’t even matter because if one person leaves my establishment unhappy, I'm not doing my job right.
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