A deck repair mess gave me a new take on store policies

A man came in with a drill that failed during his weekend project. Seeing his genuine upset, I swapped it out even though the receipt was gone. What customer moment made you bend the rules a bit?

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3 Comments

markdixon7mo ago

Gotta love the "genuine upset" that comes with a failed weekend project. I always imagine the guy's entire deck is now just splinters because his drill quit, and he's facing the wrath of his spouse. Sometimes you just swap the tool to avoid being part of a future divorce story.

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david_ross7mo ago

That exact scenario ended a neighbor's marriage last summer, no joke. He messed up one step on the deck, which ruined the whole frame and flooded their basement. The fight over the repair bill basically became the final straw.

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zaracraig7mo ago

Strict policies exist for a reason. Letting one person slide just encourages others to try it. Then you end up with everyone claiming their drill broke without a receipt.

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