Sometimes, bending the rules just makes sense

We all have refund policies for our meetings. We all like to stick by them, for obvious reasons. But after reading this post on Jupiter Research, where Diane Clarkson talks about how a rigid airline rebooking policy caused her to take her business elsewhere, and compares it with an experience with Expedia working with a hotel to get her get a cancellation fee waived, I have to admit that sometimes it makes more sense (and cents!) to bend the rules every now and then.