A Customer Service and Empowerment Solution to Replicate

Ace Hardware is a perfect example of this. (The company is the role model for my upcoming book, "Amaze Every Customer Every Time.") One of the tactics many Ace stores have adopted is a concept called One to Say Yes and Two to Say No. The concept is simple: At Ace, a single associate can't just say "No" without considering all options. Furthermore, it takes two people to say "No" to the customer. In other words, relaying a "No" requires the approval of a manager.