Most customer service blog posts that begin like this one, predictably end with the server delivering service heroics by letting nothing come between the guest and his requested entrée—regardless of whether or not it’s offered on the menu or the required ingredients are on hand in the kitchen.
But on this particular evening, Phil, our server, chose to be completely authentic, saying, “If it were any other night (besides Saturday), I would ask the kitchen (to prepare an order of cheese quesadillas) but I can see all the orders lined up from here and I know they would hate me.”
I love this story. It shows that there are times when putting the community above the customer is okay. If that customer wants this very specific feature in your app that only they would use, it’s okay to say no. Say it politely of course, but you can still say no.