A BBB® bulletin says, "Your internal policy decisions have nothing to do with expectations of customer satisfaction. Customers should not accept contract verbiage as an excuse for a less than promised product or service. “That’s our policy” might save a current sale, though there is a strong possibility that all future business will likely be lost.
"I don't have time to do that," is another sure killer of good customer relations. Employees should be empowered to make on-location decisions that will please the customer. For example a request to clean a room that was not included in the original estimate or to clean a sofa that is an obvious afterthought by the customer should be done graciously.
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