Lousy Rules – Lousy Decisions

I’ve always been against a corporate rule or policy that punishes or inconveniences innocent or honest customers. Every once in a while I’ll hear about a policy that was made as a result of one or two bad incidents that ruins it for the rest of us.

I just read a somewhat humorous article in the St. Louis Post dispatch, October 6, 2007 edition. It seems that Delta Air Lines told one of their passengers that she would have to buy two tickets for her conjoined one-year-old twins. The little infants could fit in one seat, but Delta’s position was that if there was an emergency that required oxygen masks, each child would need their own masks. I actually agree with this. But the humorous part of the article stated, “Presumably the principle goes, jeez, if we gave you a break think of all the masses of infant conjoined twins who’ll be trying to ride on one ticket.”

Focus on the good customers, not the bad ones. Make it easy on your good customers, and don’t “punish” them because a few bad people took advantage of you. No matter what rules you put in place, the “bad people” will always work to find a way around them.

Shep Hyken, CSP is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com – Web: www.hyken.com – Click here for information on The Customer Focus™ customer service training programs (www.TheCustomerFocus.com).