I was new to the department and had misunderstood the scope of our installation department. It turned out to be earlier enough in the customer's timeline that I was able to help them get the products they needed, while they engaged their own contractor to do the install.
I Special Ordered a NFL rug for a customer and the rug did not arrived on the date set for delivery. I politely asked him to take a seat while I checked thr Tracking ID. I located the rug and confirmed delivery for the following day. Upon delivery I contacted the customer, he came, got his rug, and Thanked for my efforts.
Generally company procedures are in place because they work. It would have to be an extreme case for me to venture outside of company policy. Though in all cases I would consult my supervisor before proceeding.
I understand customer satisfaction is very important, however so is company policy, is in place for specific reasons, and as operations manager, it would be my responsibility to report such an issue to a higher up and depend on their guidance to overcome the situation. Company policy is always first. Your job depends on it.