Kim, I was wondering that myself. I know the promos are to get people in the stores, but they're using them as weapons sometimes to get customers to "fall in line" and jump through corporate hoops. Stupid.

Paula, I think I should let the company know that if they're expecting employees to parrot company rules, they're losing even the most loyal of us. Yes. I'm going to.

Wade, absolutely right. It's one of those trust-your-gut moments; you'll know when you should bend and when you shouldn't if you're tuned in to your clients and their habits.

Jake, exactly. I don't bend for new clients. Why should I? They've not earned my trust. And they're mistaken if they think I don't have to trust them, too. You want the rules to bend? Show me you're valued enough to deserve it.

Sounds harsh, but I've had so many "new" (and immediately former) clients expect steep price breaks, instant results, and weekend work. Nuh-uh. I do that rarely even for my best clients.

Divya, I shook my head, too. I told the clerk "Wow, that's a weird requirement." Didn't matter. She was doing what she was told and not really thinking far enough into the process.

I interviewed a professional speaker a few weeks back who specializes in seminars for insurance salespeople. He made a point that when you are telling stories about "how you helped a client" during the sales process that you *not* include anything that would lead someone to the perception that you'll grease a squeaky wheel. So, while I might work a weekend for an A-level client, cut my rate on an easy job, or do a freebie as a favor, that's totally on the down-low.

While I often catch up on work over weekends, it's usually by choice. Fewer interrupts mean better focus, and sometimes it means I can take a bit of time off during the week. But on rare occasions when a key interviewee is only available on a weekend, or before or after normal house, I'll agree. Did it this morning because my interviewee was in the UK.

Despite having six projects to work on, getting such an early start means I can goof off a little today. My sister is here to collect her dogs (say hi everyone – that's her working on her laptop in the next room), so we'll probably go out for lunch and have a little fun before she heads home.

Sometimes bending the rules has its perks. If the shoe store had bent its rules, it would have kept a frequent shopper very happy. They blew a simple opportunity to generate positive feedback.

Lori, that shoe shopping escapade was unreal. What happened to enhancing the customer experience?

A friend recently had a store owner yell at her because she hadn't used her discount coupon (good for a year) right away like she was "supposed" to.

Back to my own rules, yes I have broken them on occasion (doing it now). I think it will pay off, but too soon to tell.