Describe a situation in which you felt it might be justifiable to break company policy or alter a standard procedure. What did you do? One day I had a customer to come in and she ordered a new beverage that we had for the month and she didn't like it. So I offered her a new drink. I offered to make her a different drink and I also offered her a refund. After I made her the new drink she was satisfied and she was happy with what I made her and she was happy.