Where is the line?

The customer asks for something unusual.

A special circumstance, and maybe, the benefit of the doubt.

Do you play the corporation card and simply refer them to what is written in your policy? After all, you can’t have people taking advantage of you or your business. If you let one person be the exception, everyone will want the same.

Or do you use this as an opportunity to learn? By instead seeking to understand why this person is asking this of your business and how you can perhaps help solve their need in a way that works for both of you (because if one customer is asking for this, more are wanting it too).

Both options work. Both options get a result. Which will you choose?