Who Sets the Rules

Make sure that company policies and rules for customers are reasonable and appropriate.

We see it all the time; governments and regulators at all levels keep adding laws, rules, or regulations while seldom eliminating any of them.  In many instances, the true impacts on the target audiences are not adequately considered.  Companies are no different.  For rules and policies that focus on customers, customer service personnel are generally responsible for informing customers.  Rarely is it good news.  Companies need to carefully and periodically review their rules to ensure that they make sense for both the company and their customers.