Quote Originally Posted by majex45 View Post
. I told the assistant and asked if I could have the empty cases to replace some broken ones I was buying. She said she was not allowed to give them to me and put them in the bin.
Many organisations with low skill requirements/high turnover are big on 'process' that all staff must follow.

You can understand why, in principle, approved process is needed and maybe this one had a reason behind it in certain other situations. But 'process' removes scope for customer facing staff to use their brains in a common sense way.

Many's the time when I was at work when I'd see a complaint from a customer and find out that we had followed a process that existed for good reasons for certain situations, but it had been slavishly followed in others where it was bonkers. Ultimately I believe you can't control everything and write it all down, you have to empower people to think for themselves and have faith that it'll make for a better business outcome.