I recently made a purchase at Fry’s for myself and an item I needed to expense for my company. I asked the cashier to ring up each separately. The first transaction went smoothly. But when I handed over the same credit card to purchase the supplies for my company, the cashier took my card, shook her head and said, “I’m gonna need to get my manager”. So I wait another five minutes for her manager to come over and check me and my card out to ensure I’m not trying to pass a stolen credit card. I guess showing my Washington State drivers’s license wasn’t enough proof.
At Nordstrom this situation wouldn’t happen. They wouldn’t assume I’m trying to pass off a stolen credit card just because I made back to back purchases with the same card. Fry’s has an outdated, idiot policy that made me feel like a crook. All because the employee at the end of the org chart didn’t have the authority to override a very stupid policy.
Do your employees have the authority to make changes on the fly when it comes to putting your clients and partners first? If not you could be pissing off some of your best customers.
Nordquist Blog 