How do you provide excellent service while maintaining safety rules?

At a previous job, I was asked to help a customer carry a heavy item to their car. The item was awkwardly shaped and weighed around 25 kilograms. We had recently had manual handling training that emphasised using proper lifting technique and, where possible, using trolleys rather than carrying by hand.

I needed to provide excellent customer service while strictly following our manual handling procedures, even though it would have been quicker to simply pick the item up and carry it out.

I explained to the customer that I would fetch a trolley to move the item safely. While doing so, I briefly mentioned that we had updated procedures for everyone's safety. I loaded the item onto the trolley correctly, wheeled it to their car, and helped them load it in. I made sure to thank them for their patience throughout the process.

The customer actually appreciated the care I took and said it showed professionalism. My manager noticed that I had followed the new procedure and used it as a positive example during our next team huddle. It proved to me that customers respect companies that take safety seriously, even when it means things take slightly longer.