As consumers we are subjected to a lot of abuse - trying to find items on our own, determining if it's in stock, or "guessing" at what the price should be when items are not marked - and that's just before we purchase something. Then try taking back a broken or defective item or getting a refund for something that you bought with good intentions but can't use. Or try getting an adjustment to your bill when you think you have a good case.

OK, where is this going? Customer satisfaction. Notice I didn't say customer "service" - that doesn't exist.

So the four words that I hate to hear: "that's not our policy" or the comparable "we can't do that."

I have a governing premise when it comes to any business: policies are good guidelines but they must be flexible.

Too bad more businesses - or their front-line employees - don't see it that way.

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For more information on my coaching services or sales tips visit my website stevehoffacker.com or my blog homesalesinsights.com