Wayfair Mock Interview
Practice 40 Wayfair interview questions covering e-commerce, customer obsession, and data-driven decision-making.
Question 22 of 40
Have you ever broken company rules to make a customer happy?
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Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
Breaking the rules, and bending them, CAN be different from each other. Often, organizations are okay with you bending the rules to keep a customer happy. You need to know your audience, though! From researching Wayfair, you know they like their policies and procedures, but they also value flexibility and thinking on your feet. Discuss how you feel about customer happiness and what you would do if you needed to break a rule to make a customer happy.
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"We do not strictly enforce policy in my current company. It isn't for lack of caring but the opposite. Our CEO knows that if we needed to bend a rule, it was for a good reason. With that said, I am comfortable following Wayfair policies because they are more than reasonable. I like that your company puts customer happiness first because that makes it easy always to do the right thing when faced with a customer conundrum."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"I have been known to bend a rule or two, with the permission of my superiors, of course. I believe it's important to cater to a client in every way possible, so long as it is not harmful to the company. Certain rules and deadlines do not necessarily work for some customers, as they do for others. I understand that Wayfair operates with a similar mentality. Is this correct?"
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Anonymous Answer
With permission from my uppers, I would happily bend a company rule to make a customer happy. When it comes to customer service, many rules are set in place to protect the company. However, if I am not harming the company I will always cater to a client. I understand Wayfair operates with a similar mentality. Is this correct?
Marcie's Feedback
Nice! This is an agreeable and pleasant response. To strengthen it, however, include a detailed example of a time when you bent company rules to make a customer happy. Right now you're indicating that you'd be willing to do this. Giving an example will show that you're truly capable, which will be much more meaningful to the interviewer. Good job!
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