Wow what to say in this situation

[scroob]

A woman comes up with a display of flowers with a high-ish price on it. She asks if she can get a discount on it since it was for her husband's funeral. Normally, I would tell the person no, but I asked my manager anyways (because I could tell by this person's face she was telling the truth, and really wanted to help as much as I could.) Long story short, the woman did get a discount, and she left happy. It's tough when it's a choice between losing some money or breaking someone's heart. I think by giving the customer the discount she made the right decision.

[Crazeyal]

You do what you can. Instead of mindlessy bleating a company line, you escalated the situation to a superior and it got taken care of. Not every manager is spineless and/or cold hearted. You did the right thing, at the right time. Good for you.

[reimero]

I think that was a good move on your part. She'll remember your business as being friendly and helpful, and is therefore more likely to return and (more importantly) more likely to tell others.

Short term loss, probable long-term gain.