I came across a post recently where the author complained about the noise levels of hand dryers in public restrooms. She explained how they could be overstimulating for those with autism or high sensitivities.
Then she explained how paper towels could be a challenge to those who are neurodivergent or sensitive to textured materials.
The solution she proposed? Have both electric hand dryers and paper towel.
However, providing unacceptable options – just more of them – is not a solution. It’s the illusion of being accommodating.
It's like offering a greater choice of steak on the menu to accommodate vegetarians.
Which brings us back to the original question: how far would you go to make a customer happy?
Assuming your organization has a strong desire to make every customer feel welcome and accommodated, you must still accept the fact that you can't make every single customer feel that way.
So it would only make sense that at some point you must put the brakes on, usually because too many resources are being used for too little a return.
In the case of giving customers more, sometimes it's not about different options, but just how those options are presented.
Hand dryer too loud? Invest in a quieter model.
Paper towel too rough? Order softer paper towel.
Still not good enough? Perhaps just accept that you tried your best and maybe it’s a customer you don’t really want.
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