Have you ever had a discussion with someone at a place of business and been told that the reason they cannot do what you need is because, “It’s our policy.” Or, have you seen a sign on the wall stating a policy…and it wasn’t a “fun” one? 🙂
In a recent Facebook post, my friend, Corey Jahnke wrote:
Customer Service Tip #24: Unless it is a Government Mandate, take down ANY sign that has a negative connotation. The only “POLICY” your customer needs to know about is your personal policy that you will work tirelessly to create a unique and magical buying experience for them!!
I Love It!
Personally, I have a bias against the word, “policy” because it tends to be used as an excuse to serve the interests of the business rather than those of the customer (which, of course, in the end, actually serves neither).
We’ve all seen signs at restaurants near the coat rack that say something like:
“This establishment is not responsible for any theft of or damage to your belongings.”
And, I certainly get it. They want to make sure they are legally protected.
But, all else being equal, would you rather spend your money at that restaurant or the one with the sign that says:
“Of course we are responsible for your coats. Now, enjoy a great meal and don’t concern yourself with anything aside from having a wonderful dining experience.”
Yes, in business there are certain protections that are necessary and they must be communicated. How they are communicated, however, is often the difference between a good customer experience and negative one.
That choice is always ours.
What types of experiences such as the above, both negative and positive have you witnessed or personally experienced? Please don’t name names of the negative ones but feel free to name names of the positive ones.