Have you ever broken company rules to make a customer happy?

"In the store where I currently work, there is very little flexibility when it comes to rules and policy. If a customer is unhappy with the return policy, they have to take their complaint directly to our corporate office. I do not have autonomy at the store level, which is something with which I disagree. I know that Panera Bread holds a focus on making customers happy and empowering staff. I will make customer-based decisions that are good for the company and the customer at the same time."