Customer Rules Should Work, Will They?

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customer rules

Customer Rules Should Work, Will They?

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Many businesses adopt customer rules. Sometimes these are designed for safety or other critical concerns. Many times, the customer rules are designed to be convenient for the vendor.

No one needs another customer service horror story, we get plenty of them already. This is the short story to illustrate a point.

Short Story

Recently I had minor surgery on my eye lid. Following the procedure, I was prescribed a prescription drop to use for a few days. The surgery center sent my prescription electronically to a pharmacy about twenty-five miles away.

More than ten minutes later I was released from the center, I had to have a driver, and needed get my drops. Thirty-five to forty minutes later we arrived at the drive through lane at the pharmacy.

The prescription, that only required a label to be placed on the packaging (no pill counting, etc.) was not ready. The employee working the drive through window provided two options, “You can either come inside and wait, or come back later.”

Leaning across the center console of the car I asked, “How long until it is ready?”

The employee said, “If you come inside it will be twenty minutes, if you are coming back through the drive through it will be one hour.”

I laughed, and she walked away from the window.

I’m not released to drive, not really in a great position to enter the store, and my driver has other commitments. All of that aside, who is this customer rule benefiting?

Customer Rules

Businesses do silly things every day. Rules, guidelines, and ways of doing business that are designed to benefit someone, but it is a stretch to see the benefit to the customer.

Customer rules should work, but do they? Unfortunately, many rules actually punish the customer.

What are your rules?


Dennis E. Gilbert is a business consultant, speaker (CSPTM), and corporate trainer that specializes in helping businesses and individuals accelerate their leadership, their team, and their success. He is a five-time author and some of his work includes, #CustServ The Customer Service Culture, and Forgotten RespectNavigating A Multigenerational Workforce. Reach him through his website at or by calling +1 646.546.5553.

Dennis Gilbert on Google+


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