"Naturally, as a customer service manager, I want to say yes as often as I can. The odd time, I do have to say no to a client. I recently had a customer make a demand for our product in a color that we do not produce. The request to add color to the production line would have cost our company 56,000 on a 1,000 product. As you can see, it made zero sense. I offered the customer the choice of our eight existing colors and let her know that I would bring the request up at our next board meeting to see if we could consider the addition down the line. Later, I trained my team on how to handle requests like this, which I feel empowered them further."
