While store management can't
Change asinine company policies, a local manager sure can and does make the difference between clean and pleasant and dirty and mean-spirited.
An on the ball manager (as is ours here at K-Mart) can also leverage what little discretion they do have to improve sales.
I was just finishing a bid on a largish project yesterday when a good client called. Could I help her break into one of their properties? Tenants had changed the locks then left and she had to check for frozen pipes (we've warmed up, only -15 F the night before).
Now, my normal procedure is:
1) I let the client know (got a written form for it and they sign in advance) about liability, damage, etc.
2) Call the cops in advance so I don't get shot when some nosy-parker turns me in (and there's always one, even on the prairie).
3) Charge solidly for it - local lockshops charge $300, plus new locks. I don't go that high, but you're gonna pay for me to fall in through your window or whatever.
So, I get out to her and she's half-froze, 11 months pregnant with twin cows and her car won't start. I put her in my car, walk around the house, find a window unlocked and bob's your auntie.
No frozen pipes.
And, no bill. It's called customer service. Generating that intangible (and, to CFO's, unthinkable) thing called: Goodwill.
She ends the year with me happy and I end the year with a good, paying customer knowing I'll be there in a pinch.
This is what I meant about local discretion. It can't cover for a rotten company, Sears is beyond hope, but it can enhance customer loyalty - another word for profit.