When the activity in companies begins to be structured, it becomes necessary to create internal standards. But, if you want these regulations not to cause the opposite effect, and thus preserve the quality of the service, you must take measures that will prevent your regulations from becoming enemies.
When the activity in companies begins to be structured, it becomes necessary to create internal rules, to defend their interests, increase their efficiency, ensure quality levels, etc. But, if you want these regulations not to have the opposite effect, and thus preserve the quality of the service, you must be very attentive and take certain measures that will prevent your regulations from becoming enemies.
Yesterday I was reading an article by Oscar Javier Zambrano Valdivieso, in which he mentioned "7 sins of customer service", among which is "Regulationitis", which is "placing organizational rules above customer satisfaction, without any discretion on the part of the service provider to make exceptions or use common sense ”.
It resonated with me when I read a case that a salesperson of a tire company told me, in which a client of his, one of the most important due to its volume of purchase, had requested a specific tire, of an unusual size, but with the condition of being able to return it in case it was not the one that was needed. This product was in stock at the supplier company (in fact it had been there for years without having been sold). But an internal regulation prevents processing customer returns. The seller insisted on the importance of making an exception for this customer, who buys thousands of tires, in this case being a particular situation. The answer was negative.
To highlight the damage of this "regulationitis", we should analyze the value of that tire in relation to the volume of purchase of this customer, and the possible damage to the company in the event of a return, which they want to avoid with the regulations that prevents it. What could be the greatest damage to which the company is exposed if it decides to breach the regulations? The loss of that tire plus the administrative cost of managing the return. And what, on the other hand, would be the harm of denying that client this possibility? This should be the analysis that the company considers before making a decision of this type, taking into account that this case would be an opportunity to provide a quality service to that customer, with an incalculable return in terms of their loyalty.
What should you take into account then to give internal regulations the weight that corresponds to them, and prevent them from dominating your actions, instead of always allowing you to obtain the greatest benefit for your company?
- The first thing I think should be to always keep in mind the spirit of that rule. Why was it born and what is it trying to preserve, protect or provoke? Many times it happens that the rules are created and are there, regulating the actions of the company, and as time goes by, their reason for being is forgotten. Sometimes the reason for which this norm was born disappears, but the norm persists, without anyone knowing and recognizing its reason for being. Keeping its spirit in mind will also allow us to analyze in which case it is necessary to breach it for the benefit of the client (and consequently of the company). As a consequence of the above, I assume that internal rules must always be questioned. Not as an act of rebellion towards them, but with a critical gaze that allows them to be maintained,modify or eliminate them depending on how they help the company more to achieve its objectives, in scenarios that are increasingly changing every day.
So I invite you, individually, or better yet, together with your work team, to meet to periodically carry out an analysis of the regulations that exist in your company, with the aim of keeping them in a dynamic state; but be careful, without falling into the hysteria of making permanent modifications that transform a healthy dynamism into chaos. What should your goal be? That the regulations help you with the quality of the service, instead of the people and their actions being at the service of the regulations.
