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.
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I’m with you Bob! I HATE those “policy signs”! I remember when I was managing the medical practice and a team member would take it upon them self to put up a sign that said “Your copayment is due upon check-in” or “If you are more than 10 minutes late for your appointment, we may need to reschedule” No, no, NOOOO!!! Most “policies” can and should be communicated verbally if and when they need to be. The other one that always gets me is when they tell you what NOT to flush down the toilet. Really?!?!
I walked into an establishment the other day that is not noted for posting a lot of policies. In fact, it is a national fast-food chain known in every home (and car) in America. There were posters everywhere to read and assimilate in this particular franchise. I thought it rather strange that I needed to understand all these things in order to get a cup of coffee. I commented to my wife, “There are a lot of rules here.”
I read them as quickly as possible in fear that I might inadvertently break one of the rules.
Then, I ordered by “senior coffee.” and left. It warmed my body, but I am not sure that the experience particularly warmed my heart … and that is the true purpose of coffee …and service businesses to some extent.
Good post. Bob. It actually stops me in my tracks and causes me to evaluate how many policies I might be communicating that are unnecessary or worded in language that comes across as adversarial.
I’ll be thinking.
Bob, great article and quote from Corey. He definitely is a customer service guru – I have learned a lot from him.
I had a great experience just last weekend. I travel quite a bit and frequently I try to work in the airport as I wait for my flight – as a matter of fact I am writing this from Ohare in Chicago. I was at a wonderful conference with John Maxwell that ended at Noon on Saturday and I really wanted to review and organized my notes, but the airport was not the place for that – papers and books open on a table do not do well in airports. I asked the person at the Boston Harbor hotel desk if I could possibly have my room for even an extra hour and he asked when my flight was. When I told him it was at 530pm he calculated when I needed to leave to catch my flight and extended my room up to the time I needed to leave (two hours hours) and he topped it off by having a cab waiting when I arrived downstairs.
Now that is customer service. Have a great day.
Linda: Thank you. I think you make a terrific, terrific point – that when a policy (one that doesn’t stir up good feelings) needs to be communicated, it should be communicated verbally whenever possible. Thank you for sharing that!
Pastor Tom: Very interesting. I love the lesson you taught within your message – that the coffee (i.e., the entire customer experience) is supposed to warm your heart as much as your body. And, it obviously did not. I wish I thought of that in my post. Thank you for adding that very important element!
Dennis: Thank you. And, I agree; Corey is outstanding when it comes to customer service. Pretty amazing, actually! Regarding the experience you had….THAT is outstanding, and THAT is really what it’s all about – WOW…huge congrats to the professional at the desk!
What a great time of year to address this! The busy holidays make odious policies all the more pungent. The first thing that comes to my mind is observation that implementation of great customer service or irritating, possibly capricious rules falls on the employees. “Your employees will never treat the customer better than you treat them” is surprisingly accurate over time.
Each example in the article and the comments reflects this – behind the scenes people are being managed with fear and negativity or trust and respect and this sets the tone whether policies are posted or not. It takes some courage to peel back that fear and make the fewest rules possible, but I learned from having both employees who were a handful and six brilliant and sometimes mischievous kids – you can’t make enough rules to cover every contingency – people are SO creative! Celebrating that creativity, trusting them and putting more effort into catching them doing right is a lot more fun and effective.
Katrhyn: Brilliance in everything you said, my friend. Your two paragraphs make a powerful post in and of themselves! Thank you for sharing!
Thank you Bob – and thank you for consistently creating such powerful content and a dynamic and inspiring community online. I always feel so encouraged to read your posts and articles and to read the wonderful and thoughtful comments people leave.
Bob,
Once more, the nail straight on the head! Thank you for such incredible topic that most businesses do not even think about.
Personally, “It is our company policy to do such and such..” is an excuse more than the business trying to protect itself legally and the employees use it more often than not to ignore the interests of the customer.
Two companies I love to shop with are both online retailers:
1. Amway.com
2. Amazon.com
Interestingly both have their names starting with ‘A’ and they are both champions of the customer service. Anything broken, anything that is not 100% upto the customer’s satisfaction is something they take very seriously.
Everytime I had to call their customer service for any glitch, I either had the full refund provided instantly or a free service/replacement was provided with a courteous apology. I like to shop more online.
They do have policies, but those are the policies that favor the customer, intended to provide a positive experience for the very entity they exist to serve. Just sharing my personal experience.
Thank you for such insightful post that is exactly why I love reading your blog posts. There is something interesting, something insightful coming each time! Thank you again!
Regards,
Kumar
I think what had happened with the fast food place was that they had been “victimized.” They are on a busy byway and people often stop for food, restrooms, and coffee. One of the signs indicated that they did not refill cups from other franchises of the same chain. (A cup of coffee often lasts 75 miles if sipped).
I wonder if many policies and posted statements come out of a business owner’s perception that he or she has been “victimized,” or abused and does not want that to continue. What attitudes or behaviors might be employed as a better approach? What losses are acceptable and how important is it to prevent loss? I understand that profit margins can be quite low? I ask this in full confidence that there is a better way and that Bob and other Go Givers have already wrestled with the issue.
I have a few ideas on the subject myself 🙂
Kumar: Thank you. Very insightful. Yes, it often is simply an excuse, isn’t it? It can sort of serve as a way to allow the water to flow to a low level of stagnation without any interference. On the other hand, isn’t it always such a pleasure to deal with companies who seems absolutely intent on providing the most exceptional buying experiences such as those you mentioned? Like the more negative companies, a decision was made at the top and the water flowed down, but in this case, in such a way that it empowered the customer-service representatives with energy, excitement and customer-focused thinking. Great examples. Thank you for sharing, and for your always very kind words!
Pastor Tom: Interesting. And, indeed, that could very well be the case. And, after determining the tradeoff, they do sometimes need to have policies that a customer might not like. I think that what is key is that they frame them in such a way that communicates to the customer that they (the customer) and their business is valued. And, that, I believe is the point you bring up with your excellent question, “Waht attitudes or behaviors might be employed as a better approach?”
I’d love to hear your ideas, as well as those of others that would like to offer suggestions. Let’s assume that the policy they have employed IS needed. What would be a more positive way for them to communicate the message?
Agreed… There is nothing nicer and more empowering and amazing to work with and be in an environment where people use words and create an environment that is positive and proactive than negative and reactive…
Bob, I use to do “fittings” (actual pinning and sewing the gown to perfectly fit the bride) on all days of the week. With the need to grow my seamstress department, and add more seamstresses, more and more brides began getting them done on Saturdays.
I wasn’t accustomed to Saturday fittings, with my smaller team, but I quickly saw a pattern forming. So many brides were getting fitted, that new ones, couldn’t get an appointment to come buy gowns.
After 5 hours of fittings, on what should have been 5 hours of new brides, one Saturday, I made a ‘policy’ of no more fittings on Saturday. Yikes, that didn’t go over very well. The new sewing team liked fitting on Saturday and the brides liked it too. Therefore, I suspended the ‘strictness of the policy’ and allowed ‘some’ brides to fit on Saturday.
But after watching my whole team, with the brides in the fittings, verses the new bridal appointments, I realized, it wasn’t fair to the brides getting fitted on Saturday, because they were not getting the service they would get on a weekday, when we were not as busy.
To me, the fitting, is what customizes the gown to the bride, and makes it her own. Realizing that importance, of more one on one attention to detail, I began to be able to communicate that to them, so they are I no longer offended by having to come in a weekday. My “No Saturday Fittings Policy, ” serves my bride now!!!
What do you think?
Bob, thanks for the great reminder. I imagine that in most businesses there are routine customer service issues that come around. One way to wow your customers is to identify what those routine issues are and then prepare a policy about what you CAN do. What a surprise for your customer when you already have a solution to help their experience before they even ask.
Carly: Right on!
Amy: I must admit that I didn’t really “get it” because I don’t understand what much of that means. But, if I know you, you made it work for everyone involved! 🙂
Rich: I love that. Focus on what you CAN do. That right there separates from most. Excellent!
Lol at myself. 😉 maybe only I get it.
I’m sure most others did, as well.
What a great “Bob Written, Corey Inspired” post. I have several examples of both good and bad but one good stands out to me from over the summer.
We were staying at a resort and thought it would be fun to rent a poolside cabana while we were there. I had called to find out the cost when I reserved our room, price sounded great so I went forward and booked it. At the end of first day in the cabana I was given our bill. I looked at it and I saw the price of the cabana. The price was less than what the woman had quoted for the 3 days so I told them that they charged me too little. To my surprise he told me that was the cost for the one day, not 3 days. He must have seen the look of surprise on my face because he asked if there was something wrong. I told him what I was told and without having to “ask the manager” or bat an eye he said, no problem I will take care of that and charge you what you were told. He also put it in the system so that the next 2 days I would have the correct price as well without having to keep explaining my story.
I loved that the employees had the power to make that decision on the spot.
Christie: What a great story; first about you being honest enough to suggest they were under-charging you (which is exactly what I’d expect from you!) and, secondly, their making good on the verbal agreement (and, his taking it upon himself to make sure this was reflected within “the system” for your convenience. Terrific all-around. Thank you so much for sharing that!
Thank you Bob and it was my pleasure for sharing. 🙂
The reason those signs are there are to – figuratively – cover people’s – and thereby companies rear ends in the event of you suddenly deciding to sue them for not pointing out that you’re not responsible for thieves operating on the premises, nor do you bear personal responsibility because some goon decided to carry a nearly full cup of boiling liquid some considerable distance and end up burning themselves – and then decide to sue you, because you didn’t make it obvious for them that this was a very bad idea.
The key to good customer service are
i) happy, well motivated, well rewarded staff
ii) empowering staff to make a difference
and not some schmaltzy, meaningless sign on the wall
Employing a load of people fearful of being sacked on minimum wage with little or no healthcare coverage will never, ever do that.
Obviously it’s different in the States, but here in the UK, a sign saying “Enjoy a great meal and don’t concern yourself with anything aside from having a wonderful dining experience” would
a) not be taken seriously and
b) be laughed out of the shop/restaurant
Good to see someone involved in MLM doesn’t miss a chance to plug Amway here.
Ryszard: Thank you for joining our discussion. Interesting commentary in that – while I think you provided a couple of excellent ideas (ideas i and ii) – your tone was actually a bit condescending, sarcastic and insulting, as well as assumptive of the motives of one of the other commentors (your Amway remark). Not knowing you personally, I can’t possibly know the purpose of your coming across that way. I don’t believe that it makes you more persuasive (which may or may not have been your purpose) but rather makes less effective your obvious intelligence. All comments are welcome here, including opposing views. At the same time, when framed with respect they tend to carry a lot more weight. Thank you again.
Dear Bob
Apologies if I came across as condescending – it certainly wasn’t meant that way. I’ve no idea if the US is a more litigation prone society than the UK – we get that impression, correctly or incorrectly from our media – hence I made the point about the warning signs being there to ensure that a company is not liable for legal redress or accusations of neglect. It is (literally) a “sign of the times”.
I do also feel strongly that we get diverted from the delivery of high quality services onto the highways and byeways of management by slogan or poster. Ask your staff whether they ever actually read these posters or motivational statements – I think they are there to make managers feel better, rather than do anything for staff – hence my view on the ” “Enjoy a great meal…” sign. It really is also something cultural going on here. The UK (and by that token, UK businesses) tend to take a broader, perhaps more cynical view on this type of slogan. Ask around if you require reassurance.
Amway is MLM – well it is here, anyway. It would be fair to say that there are quite a number of people use LinkedIn and a variety of other forums to promote their own MLM/Network marketing, when perhaps the point of the forum is to engender discussions on other issues – this one included.
Ryszard Konietzka
Hi Ryszard: Thank you for your very kind note. Much appreciated! Indeed, I thought you made some excellent points in your first letter, as you did above. And, yes, the U.S. has unfortunately become extremely litigious. In my opinion, as we’ve become a much more “entitlement-focused” society, the litigious mindset has followed about as predictably as day follows night. And, that’s why I mentioned on the original post that the signs/warnings/policies are often posted for that reason. As you so accurately stated, a “sign of the times” indeed. 🙂
And, yes, leadership is the key to buy-in in terms of how customers are treated. I felt that several of the commenters provided terrific examples. As my dear friend, Dondi Scumaci says, “Compliance will never take you where commitment can go.” And, employees that feel authentically empowered by their company’s leadership are much more likely to treat their customers with thought and kindness.
Regarding Amway, indeed, it is MLM. I didn’t take it that the commentor was plugging his business (I don’t even know if he is in that business or simply a customer) any more than he was complimenting their amazing customers service (which they are renowned for) as well as Amazon.com’s amazing customer service (which they are also renowned for).
Again, thank you for responding, and for being a part of our discussion. Very appreciated!
So many great points here, and Bob, I love the way you leave plenty of room for people to draw their own conclusions and submit their own views. So I’ll take “advantage” of that space 🙂
So much is about assumptions, isn’t it? We assume that if we post it we won’t have to explain it. We assume that if we don’t have to explain it we won’t get yelled at by as many people. We assume that when we aren’t getting yelled at as much we’re providing better customer service… (check your premise, right?)
Of course, that’s assuming people read signs. Truth is that most of the people who are reading their signs about their policies aren’t the people for whom those policies were created. The policies were created (great point that several of you made) to try to avoid being taken advantage of or sued. People who have the INTENT to take advantage of you won’t read signs, nor will they take them seriously because they figure they can make enough of a fuss to get their way. And signs won’t keep people from suing you – they MIGHT help you win the case. On the other hand, how many studies are there showing that people are LESS likely to sue people they feel good about. Hmmmm
And then there is the assumption that because SOME people will try to take advantage of a lack of clear, stated policies (about 2% – really, that’s generally accepted as the percentage of people who are always looking for a way to rip off, scam, or generally take advantage of others – 2%) or the assumption that a lawsuit or scam is worse for business than a reputation for being cold, uncaring, policy enforcers.
And then there is the assumption that, because SOME people take advantage of discussion groups such as this one to promote their MLM or other business, that anyone who MENTIONS their business is just “using” this space for their own ends.
Or the assumption that, because it is uncommon service that no one will take a sign that says “enjoy a great meal” as a serious wish for your experience with them.
That’s a lot of assuming. But know how most people become wealthy? In ALL aspects of the word…
By challenging assumptions.
I had to chuckle at this. I worked at an independent retail store while building my freelance copywriting business. The aggressive tone of the signs bugged me. Finally I took it upon myself to change them! “We gladly accept Visa, MasterCard, and bank debit cards” just seemed so much nicer that what was posted, “NO American Express. NO Discover. Those cards charge TOO MANY FEES the store.”
Dixie: I love it. As always, you manage to explore the depths and question the assumptions and premises we as human beings so often tend to make. I read through your comments a couple of times, picking up different points along the way that I hadn’t thought about or considered. Thank you!
Barbara: You are the embodiment of a leader. You took it upon yourself to reset the frame of the customer experience. Good for you. And…I LOVE the way you reframed it! Thank you for sharing with us!
That’s what I love about the way you start a conversation – it leads to layers of thinking and value.
Aw – thanks Lene. You’re so right that when we “shift our focus” as Bob says to giving the customer the BEST experience ever we worry less about “policies.” Hey Christie – did you answer the rep’s question about how she could exceed your expectations? Just wondering how I’d answer that. And more, wondering how people would answer if I asked THEM that. Hmmm Love the food for thought.
Now that sounds like you Christie!
I simply ADORE your viewpoint and attitude Bob!!!!!!!!!!!!!!!!!
I agree with you – let’s give our connections/customers THE BEST experience.
Policy I use to keep in MY OWN ethics – not others.
Thank’s Bob and for all these GREAT comments.
Dixie – Christie! You create huge value – LOVE your contributions to this awesome community, THANK’S 😀
Thank you Lene! BTW – I just got off the phone with a rep, that when I called in, she answered with “How can I exceed your expectations?”..and she did!! LOVED IT!!
Lene: You say the kindest things, my friend. :-). And, I love your thought about policy. Thank you!
Christie: That’s very cool!! What are the odds that Leadership has empowered their team members and treats them very well? (rhetorical question, me thinks)
Delicious “food” indeed!!
Honestly Dixie, I was so caught off guard by the comment all I said was “that is so cool!” 🙂
Bob, great post and Corey is so right. I had a similar experience the other day with a new gym we were looking at. Before we could join the program we wanted we had to sign a huge “Liability waiver.” some of it was pretty standard, but then went into how I was responsible for the condition of the equipment and the location and the interaction of the other participants and a whole lot of other “stuff.” When i asked the trainer, who owned the gym, about how i was supposed to know about the condition of the trainer and the equipment and what exactly was he responsible for? He looked at me like a cow looking at a new gate. He said it was only a formality and that his brother was an attorney and wrote that to protect him…….
Let me tell you the experience matched the waiver……
Bob: WOW — Great lesson! Thank you for sharing that. Another terrific example of how an “I-focus” by the owner can be such a turnoff for the prospective customer.