I am always reminded of a great line by Dale Dauten from years ago. He advised that every time you are tempted to say, “Sorry, that’s our policy,” that you add the word “Grandma” to the end of that – that we imagine facing our dear grandmother and saying the words, “Sorry, that’s our policy, Grandma!”

The gal who used to head our “Office of Customer Joy” (and has since moved 1/2 continent away) told me just last week that she still thinks of the word “Grandma” every time she is told “That’s our policy.”

Thanks for a great approach to what to do instead. If only all businesses could remember, “It’s not about you – it’s about the customer!”
Hildy