At what point did we lose our common sense when it comes to customer service or even prospect service?

True story… I went to my local Apple Store last week to drool over the new MacBook Pro’s. I was finally going to make the switch (or at least a partial switch) – I’m keeping my PC.

I got there ten-minutes before the store opened (rats) but they were holding training in the back (yes!)…and the chain linked, keep out the bad guys protection door was up (sweet). So I peaked in with eyes popping with Christmas morning anticipation. I asked the smart and artsy looking guy behind the counter if I could just browse the merchandise for a few minutes.

“NO”…woh. “Really?” I asked.

“NO, we’re closed.” “I know, but the door is open and the computers are like right there (think 10 feet).”

“NO – we open at 10:00 – you can come back then.”

Alright, I’ll come back…and I did…and I got the MacBook Pro…

But what a difference my experience would have been, if the guy would have said, sure…come on in…we’re not open but you can look around. Even if this broke “the rules.” And really, what kind of rule would it be that drove away prospective clients? Sure my presence there might have been an annoyance to their opening but the mall was empty – so no masses of people were going to follow me in. One thing is for sure, I would have written an entirely different post – right?

Lesson to all leaders… try hiring people with the common sense to think on their own. You know the kind of people who care enough to do the right thing at the right time. Am I crazy?