Your company has policies, I’m sure of it. Do you know what these policies mean to your customers?
Case in Point
Just the other day I was trying to pay for some house supplies. I go to the store, find the items I want and wait in line like everyone else. The only problem was I go to the registers only to find that the company does not accept credit cards. Well this might be a problem since I rarely carry cash these days. While I understand the economics of accepting credit cards, I also understand that turning down customers who are ready to pay is also not a great idea. For this particular company I tend to agree with their policy since the average purchase is under $10.
Your company needs to be more aware of their customers and how your policies can make or brake an experience. A suggestion by author Roy Osing is to create a dumb rules team. Their job is to find and stamp out dumb rules. I’m in favour of that.
There are more extreme examples of poor policies than the one above. Maybe you can think of a few?