Comments on: Customer Disservice: Policies That Repel Customers

By: PostOnFire.com

PostOnFire.com — Mon, 21 Jul 2008 15:21:45 +0000

Customer Disservice: Policies That Repel Customers…

The #1 and the #2 ways that businesses flush moneydown the toilet….

By: Mary-Lynn

Mary-Lynn — Tue, 15 Jul 2008 16:31:24 +0000

Russ, what a great example of how NOT to create policy. Not only does your management lose credibility, they also hurt their bottom line. We go into more detail about that in this post: http://biggsuccess.com/2008/04/16/to-profit-dont-put-customers-first/

Thanks for sharing!

By: rsomers

rsomers — Mon, 14 Jul 2008 13:33:44 +0000

I completely agree on the foolishness of creating policies for the 3% (it’s usually less than that). My take is that this is often due to fear of confrontation.

Example: in my workplace (an office) senior management recently sent a memo advising us that, since customers and vendors regularly come through our office, napping on the couch in the public area is forbidden.

Far fewer than 3% of the 450 employees here would ever nap on that couch. In fact, I’d venture to say that only one person has ever napped there. And that person should be dealt with directly. Take them aside and say “hey, maybe you missed something, but in a professional office environment we don’t sprawl out and snooze on the furniture.” That would have dealt with the problem directly and effectively.

Instead, they chose to send a memo. The one person who should get the message may not even read it. Meanwhile, senior management undermines their own credibility by creating the impression that they are focused on trivial issues.

By: Mary-Lynn

Mary-Lynn — Thu, 10 Jul 2008 03:59:45 +0000

Cara, I’m with you on that. Or how about when you can’t find anyone to help you? I’ll go to a smaller store and pay a higher price to get some quality help when I need it!

By: Cara

Cara — Wed, 09 Jul 2008 13:59:22 +0000

When your employees don’t know about your products, you are flushing money down the toilet. I hate it when I’m shopping, have a question about a product, and the person who is “helping” me, knows as little about the product as I do!