Be Different or be dead

June 3, 2013

Why are company policies set to control customers who cheat the system?

Source: Pexels

Why are company policies set to control customers who cheat the system?

One of the things missing in most customer service plans is how to architect a rules and policies system that favours the customer.

The customer experience with any organization is destroyed when internal rules and policies are designed to prevent ‘cheaters’.

One of the main drivers of policy setting in organizations is to stop cheaters

Dishonest people who will try to beat the system for their own gain.

▪️ People who will steal from you — hence the policy of limiting the number of pieces of clothing you can take into a change room in a retail store.

▪️ People who will leave an outside serving area without paying their bill — hence the policy of requiring you to provide a credit card before being served. But it’s ok to be inside and be served without brandishing your card and having it retained.

▪️ People who will not spend enough money with you — hence the policy of refusing a booth for two people because booths are reserved for parties of 4 or more, who will generate more revenue per serving.

▪️ People who will not tip the server enough to compensate them for their hard work — hence the policy of automatically applying a 20% gratuity for parties of 6 or more.

How many more cheater policies can you name?

The truth is: people who want to screw you over wIll screw you over regardless of your policies and to the honest person the customer experience is ugly..

The problem is: while you go about implementing these cheater-policies, you infuriate all of your honest loyal customers who feel they are assumed guilty with unsavory motives.

That they are part of the cheater herd.

Here’s the distribution: cheaters = 2%; honest folks = 98%.

Which crowd do you think should determine your policies?

if you want to provide an amazing customer experience, create rules for honest people, not cheaters.

Cheers,
Roy
Check out my BE DiFFERENT or be dead Book Series

• Posted 6.3.13 at 06:12 am by Roy Osing
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