We are at the 20 Day mark and today’s tip comes from an experience my mother-in-law had today. She went to return something to the store, stood in line and when it was her turn, was bluntly told, you are in the wrong line, read the sign.
Yes, there is a sign. It lists which line to stand in. Which she did not read. Or did not understand.
So, what is a company to do with Customers who don’t read the signs? And don’t understand the processes?
A – Tell them they are wrong and make them go through the correct process?
B – Solve their issues (bending the process to help them)?
C – Resolve their issue and explain the correct process for future issues?
I think the correct answer is C, what do you think?
Thanks for reading,