November 14, 2011

Who Sets The Rules?

That’s What Friends Are For
Efficiency is the Enemy of Humanity
FREE is The Way to Riches
All organizations have Rules, Policies and Procedures. All intended to impose order and control in an unruly world. Credit policies. Accounting procedures. Collections rules. Sales processes. Customer Service manuals replete with instructions on how to deal with a customer, take their order and fulfill the transaction.

Most Rules in one way or another impact the customer. Are meant to control her. To make her behave a certain way that produces a favorable outcome for the Company. Rules to CONTROL.

What if we took a different perspective and created rules to ENABLE? ENABLE someone to engage with us on terms THEY dictate? Terms that make their experience with us enjoyable and stress free?

Contradiction: we want to create memorable experiences for our customers when they deal with us, but WE set the Rules of Engagement.

BE BOLD. Let THEM architect the Rules. Let THEM control their own destiny with you. Enable. Serve. How about asking a group of your Fans to critique your Service Policies and suggest changes? Same with Sales and Credit.

What not? Are we afraid what they will say? Afraid they will point out the stupidity of some of them?

Open up. Allow your Fans to control YOU (they do anyway. Why not make it official?)

Cheers,
Roy


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Strategy Creation | Serving Customers | Leadership | Permalink
Posted 11.14.11 at 05:01 am by Roy Osing | Read Comments (0) | Leave a Comment