Life has rules people, deal with it. I have noticed a trend in people lately, they don't like to follow the rules. For example, during our back-to-school season my company runs items for a penny. This is a great deal, no doubt. There are rules attached to this sale, limit 12. Not a single hour went by without this question, "Can I have more than 12?" I just don't get it. Why ask the question? The "rules" are clearly stated. There is no need for questions. You would not believe the way some people acted when I reiterated the rules. You would have thought I shot a puppy or something. "well I'm a teacher", "I work for a major university with low academic standards, so I should get whatever I want!"(the person actually named the university, I chose not too, but I think you can figure out to which one I'm referring) It was amazing! It kills me that people, such as teachers, who are responsible for instilling rules into the lives of our children, are the ones who want to break the rules. I had a lady call our customer care center because we were following the rules. There was an item on sale. It plainly stated "while supplies last, no rain checks." Seems pretty simple huh? Well she spoke to one of the other managers in our store who pointed out that there was no sub and no rain checks. She went nuts! She demanded that we do something for her. Why should I? The "rules" were in plain English, get over it lady!
When any of you go shopping you get a receipt. I would encourage you to read the back of that receipt, it has rules on it. It tells you "computers, once opened are not returnable", "14 days to return unopened electronic items" and so on. Here is a news flash, NO ONE READS THE BACK OF RECEIPTS! People seem so surprised when you point out the rules on the back of the receipt. I always ask people "did you read the back of your receipt? It explains our return policy." This usually incites a rather profanity laced monologue from the customer. I don't get it. Why don't you follow the rules? What is so hard about reading and following direction. I understand why you would be upset about a product not working or breaking down. When you buy a car, if it has a problem you take it to the dealer. The dealer fixes it. You don't get a new car. You sure as hell don't get a refund do you?
My favorite line from people after I explain the rules is "rules were made to be broken." Agreed. Sometimes you need to make a good decision and bend the rules in the interest of fairness. There are always extraordinary circumstances that present themselves and those need to be dealt with on a case by case basis. With that being said, it is an exception. The rules can not be broken for everyone. Quit asking!
I would be remiss if I did not speak about one specific rule. The Golden Rule. "Do unto others as you would have done unto you" This is the greatest of all. I find it amazing that when people do not follow the rules and you point that out to them, they start screaming! Who hasn't seen a video of a cop giving a ticket and that person is screaming like it was the officers fault they were caught breaking the rules. I would love it if I was able to treat customers exactly the way some of them treat me. Well, I guess I do. The majority of people are very nice and they are treated equally the same by me. I'm talking the rude jerks who whistle at you and demand your presence in front of them like I was their dog. Or my favorite: you are in the middle if a conversation with one customer and another walks right in between the two of you and asks his question. That person should be slapped! Do unto others people! Its not that hard is it? If you are nice and explain your issue in a calm, professional manner, guess what? You are going to be treated exactly the same way! If you are a raging lunatic, do not expect positive results.
In closing, please follow the rules. If you chose to not follow the rules, don't be surprised when it bites you in the butt, most rules tell you that's going to happen if you don't follow them.
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Companies have taught everyone that customers are always right. Maybe the expectation should be clearer and state 'as long as you follow the rules, you can be right all the time". Rules are meant to be broken which in fact makes it a rule. Where the problem comes in is that they are broken so frequently at some level that they no longer have any validity. "Squeaky wheel" syndrome kicks in and works 99% of the time so why not use it! As for the golden rule: no longer applies because if you treat people the way they treat you it leads to a lawsuit. Example: I can kill 10 people but you can't put the handcuffs on too tight!
ReplyDeleteIt's a darn shame that the business that we are in dictates that we cannot, lest we lose the almighty sale, follow the rules. Some people will do whatever it takes to get something for nothing. Or next to nothing. They've either heard from one of their bonehead friends that all you have to do is complain a little and you get your way or they've done it before themselves. I HATE the feeling of not being able to tell people to take a flying leap if they don't like what I have to say about rules that someone WAAAAAY above me made.
ReplyDeleteIn this same company when the rule is kept by the store manager and the customer calls the DM, the rule is broken because the DM does not follow the rules that are written. They always bend to the customer. Sadly, but we should ALL follow the rules.
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