Our teams, like yours I’m sure, meet regularly to discuss how to make the client experience even more accommodating, delightful and memorable.
But those discussions must always remember “house rules”. I’ll paint a picture of this using an airline flight as an example:
When you board the plane, you don’t get to skip the safety briefing. House rules say it’s going to happen, and you’re expected to pay attention. Even if you don’t, you can’t say you didn’t get that briefing, no excuses. The experience is better when passengers feel the trappings if safety all around them, so it is enforced.
When you’re on the flight, you don’t get to eat what’s not on that plane. House rules prepared several options for you, which you can choose from at the appointed time. The options and time were both selected to make you as happy as possible. But the experience is better when the plane doesn’t serve 100 options at any point you like in the flight.
When you’re on the flight, you don’t get to stop by your house on the way to the airport. The flight sets off and lands on the appointed runways at the appointed times. The experience is better when ATC control your flight (and every other flight around yours) because it’s far safer that way.
The web design firm that enforces certain communication channels never misses a beat and crosses every ‘t’. The consultant who always books calls using his scheduling software never misses an appointment and protects its clients time. The SaaS company that enforces 2-factor authentication protects its data and its users.
Please, make the experience of doing business with your company as accommodating, delightful and memorable as you can. But for the benefit of everyone you serve, don’t sacrifice your “house rules”. They’re important for you and for those in your care.