I got a few emails this morning from people experiencing the same kind of “technically correct” service that Mathew described. In every case, it led to a bad customer experience. Take for instance the email exchange I had with a customer a few moments ago.
She had a coupon that expired. Technically, the coupon’s expired and no longer valid. But it’s a coupon for $10 and we’d lose a lot more than just that by saying no. Instead, I credited her account with it and kept going.
Don’t get wrapped up in legalities and technicalities. They only lead to bad customer experiences.