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BE DiFFERENT Rules System

Guest post by: Roy Osing

Article Overview: Rules, Policies, Procedures, Administrative Routines... business development tools that are related in most organizations to an internal control role. Successful organizations build their Rules System to SERVE the customer....

BE DiFFERENT Rules System

The fact is that Rules can be very critical strategic tools that can be critical in determining the success of your Strategic Game Plan particularly as it relates to interfacing with the customer. Look behind any de-dazzling event in any organization (i.e. a negative customer experience) and I predict that a majority are caused by a Rule, Policy or Procedure that has gone the extra mile to infuriate the customer.

To BE DiFFERENT, why not create Rules FOR the customer as opposed to against them? Why not create Policies that liberate a customer to achieve what THEY want in a manner that is acceptable to THEM? Why not design Procedures that make it EASY for the customer to business with you and not put them through hoops just because of organizational limitations and other internal self-imposed limitations?

A complicated, bureaucratic and customer unfriendly Rule System communicates to one and all that you really don't care about the customer experience; that you really are more concerned about internal efficacy and conformance than you are about dazzling customers. Not a good thing to tell a highly competitive market where customer empowerment and choice is greater than ever.

Rules should be created in the image of serving the customer to create dazzling service experiences.

Here are a few top-of-the-mind benefits:

- customers will be liberated to do what they want to do and therefore will be motivated to give you more business.

- customers will find it easier to do business with you.

- frontline effectiveness is improved as they are taken out of the position of having to enforce rules that annoy and make no sense to customers.

- frontline job satisfaction goes up as the anxiety and stress of dealing with unhappy customers is reduced.

- the customer experience improves dramatically as the rules of the organization please the customer as opposed to police them.

- customer loyalty increases as a result of the more memorable experiences they are realizing.

- the organization is distinguished from its competitors who continue to treat rules as vehicles to control the customer.

Where to start? How about asking the customer how they want to do business with you. How they want to partner with you to get their desires satisfied. You will be delighted with the response you get. Take your most troublesome Rule and create a compromise with the customer based on what THEY want.

Cheers, Roy

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Article Tags: customer loyalty, customer service, policies, procedures, rules
Referred by: http://www.starrbizz.com



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