Imagine a customer is in a hurry and wants to open a savings account but does not want to provide a second valid ID as required by bank policy. They ask if you can just use one ID 'this time.' How would you handle this?

Situation

While volunteering at my university's enrollment help desk, a graduating student insisted that I process his clearance form without the required library signature because he had an urgent job interview. He said he would get the signature later and I should 'just approve it now.'

Task

My task was to enforce the clearance rule without sounding heartless, so the student would not escalate or miss his interview, while still protecting the integrity of the process.

Action

I acknowledged his urgency and said, 'I understand you're in a tight spot, and I'd love to help you right away. The library clearance is the only thing missing. Let me call the library for you right now to see if they can sign electronically, or you can email them while you're here. We cannot bypass this because it affects your official records, but I'll walk you through the fastest fix.' I stayed calm and offered alternatives rather than just saying no.

Result

The student calmed down, contacted the library via messenger, got a scanned sign-off within 10 minutes, and I processed his clearance on the spot. He left grateful and the rule was never bent.