It never fails to amaze me when I am dealing with someone over the phone, or in person, and the only tools they are authorized to use is the "company line". I was dealing with a situation, which common sense would say highlighted a simple clerical mistake.  "But that couldn't be" the friendly phone representative said to me.  "Well, then how would you explain it?", I asked.  Her answer -- "I don't have any idea, but I'm sure it's not our fault!"  I didn't care whose fault it was.  I just wanted it corrected.  I asked if I could speak with someone who would be able to correct the problem, to which she replied that there was nobody who could fix the problem, as none existed. This went along for awhile, and I finally gave up.  I mean, what can you say to that?  I'm sure this is the anticipated response, surrender.  I didn't give up, I started writing letters.  Until the issue is resolved, regardless of fault, I will keep writing! Do you empower your employees to use their common sense?  Do you encourage it?  Take a look at your customer complaints and try to identify which ones could have been solved on-the-spot with a little dose of old fashioned common sense.  You'll save customer relationships, aggravation, and thousands of dollars in wasted time.