Are you familiar with the saying ‘rules were meant to be broken’? When dealing with customers, this is particularly pertinent. While procedures are important for protecting your profits and business interests, you should also factor in flexibility.
Recently, one of my children was being taken to his sport lesson by his grandparents. I realised that fees were due that day and knew that this business is quite strict about fees being paid on time (which is a reasonable expectation). But because I was not going to be there to pay, had no cash and didn’t want his grandparents to pay, I called them to ask if I could pay next week. They said ‘no, fees must be paid on the due date’. I explained the situation and that we had been attending the centre for 8 years, but there was no compromise. In the words of the receptionist, ‘if we make an exception for you, we have to make it for everyone’.
But that is where I disagree with her. There are a few reasons when exceptions can be made and rules can be broken, including:
- To reward loyalty
- Where it is clearly a ‘once off’ or emergency situation
- To foster and encourage future business
Rigidly sticking to ‘the rule book’ gives your customers the impression that you don’t care about their interests. There will always be people who will be dishonest or try to ‘work the system’, but the vast majority of your customers, will be grateful when you grant their request for flexibility and won’t take advantage of your generosity. Instead, they will reward you with loyalty and great word of mouth referrals.
Michelle Grice writes a weekly column for business women in The Western Weekender
