I dropped by on the way home — unfortunately I arrived at 5 minutes past closing time. The doors were open, people were shopping and cash registers were open.

However, I was denied entrance. I asked if I could enter, explaining that I was there to pick up a specific item and that I knew exactly where it was located. No deal. The young man at the door had his orders. No one was allowed in after closing time.

I didn’t get my back-up remote. They lost the goodwill of a customer.

Which was worse?

My Perspective: This is a perfect example of the need for guidelines versus rules. It is difficult for rules to be flexible. But guidelines allow for real people to make decisions based on specific circumstances. Why was this employee not empowered to make a simple call on an issue?

Frequently I have discussions with clients that are based on a specific issue that has arisen. My advice is always to avoid creating a rule that will fix that issue — but to look for the guideline that would have prevented the issue.

Then you either need to create a guideline that will avoid numerous similar issues — or communicate the existing guideline better so people know how to work within it. We usually agree that communication and training is the issue versus creating a new guideline.

So the next time an issue arises and you are thinking about creating a rule — stop, and look for the root cause and focus your efforts there.

Do you need a new guideline — or do you just need to communicate the existing guidelines better?

By the way — I did get the remote — my wife was kind enough to drop by the next day and pick one up. But Staples never regained their goodwill.Other articles you might like:

• How can you help your customers?
• Make sure to communicate value when adding extra charges
• Help your customers get the outcomes they want.
• For more loyal customers, talk to them.
• Plato Would Not Approve

Last Saturday I went to a local dim sum restaurant to celebrate my friend Mary’s birthday. There were 10 of us dining and we ordered A LOT of food. One of the guests asked for low sodium soy sauce. He was told “Sorry, that is only for people who are eating sushi.” We were stunned.

“Really?” he asked. “We can’t have low sodium soy sauce if we don’t order sushi?” “Right” our waitress said. We did the only sane thing we could do and ordered sushi we DIDN’T want so that we could have the low sodium soy sauce.

So, we got what we wanted. But did the restaurant get what they wanted? If their only concern was preservation of a condiment, then yes they did. But if their goal was pleasing their customer and making loyal customers, no they did not.

I know for a fact that most of us will choose the other dim sum restaurant that doesn’t have this crazy rule next time we want dim sum.

Before you start feeling superior, check yourself. Have you or your employees, ever uttered the words ” Sorry, that is not our policy” for ANY reason? If you, or they have, then you are as guilty as the restaurant. I am sure you think you have a more substantial reason for saying this. But, it still has the same effect on your customer’s opinion of you.

Stop telling your customers that you have a policy that thwarts their desires. Make your policy “Customer Satisfaction” Try it today!Other articles you might like:

• Customer service means making good on your mistakes
• Make sure to communicate value when adding extra charges
• Do you practice “Drive-By” or “Drive-Thru” Communication?
• New law will start healthy conversations between restaurants and customers
• Lasagna – Should you pay for it if you didn’t order it?

For example, maybe your service department has a fee for inspecting the products you sell. And unless it’s covered by warranty, the customer has to pay the inspection fee. If the customer balks at the fee, don’t justify the fee by saying: “Our technician needs to get paid for his time.”

Customers don’t care how you pay your technician. The customer is seeing things from their perspective. They are not there to learn your perspective.

It’s better to explain why you have the fee. Talk about how it helps the customer.

The more you can align the reason for the fee with something that helps your customer, the more likely it is they will accept it without further complaining.

As a customer, pay attention to how people explain policies to you. Do they justify or defend them based on their needs? Or do they explain them in the context of how they help you?Other articles you might like:

• Never explain defend or justify (part 1)
• How to Handle Customer Complaints: Tip 2
• Don’t Interrupt Your Customer
• Radio Shack Employee Charged with Hitting Customer
• Remember What You Control (And What You Don’t)

Meet your customers where they are.

And here are some additional thoughts on this topic…

Do any of these sound familiar?

The doctor’s office that makes you present an insurance card every time you are there even though the information is the same. The insurance agent who insists you meet in person at their office. The contractor who says “I’ll be there between 8am and 4 pm” and is still late. The restaurant hostess who will not seat you until all the people in your group have arrived. The salesman who only talks about his products and never asks you what you’re trying to accomplish. The company website that has no phone numbers or emails to contact them.

These are all businesses that expect you to meet them where they are. They are focused on their needs. And you know what? They will not survive. Smart and successful organizations are easy to work with. They meet their customers where they are not where they want them to be.

In the next few days, pay attention to whom you do business with. Watch how they do things. Are their policies and practices easy on you or them? Are they easy to communicate with? Do they focus more on rules or on helping you? Do they make it easy and convenient for you or themselves?
Other articles you might like:

• Customer Service Example: Meet your customers where they are
• Every Contact Counts
• Customer service in an electronic world
• Customer service = convenience
• Help your customers get the outcomes they want.