OPTOMETRY AND CUSTOMER SERVICE - WHY POLICIES CAN GO WRONG

Most businesses have polices that employees are required to follow. In general, office policies are a good idea. Policies provide structure for how to conduct business and create consistency around processes and operations. But in a service-based industry, well intended but rigidly executed office policies can become an obstacle to providing great customer service. When you take a close look at office policies, it becomes clear that many of these policies are intended to protect the business.