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Make “exceptions” part of your process
Author: Bill Cusick
July 14, 2004
“There are no exceptions to the rule that everybody likes to be an exception to the rule” - Malcolm Forbes
This is a great quote, that identifies a universal truth about the customer experience. Good companies work to develop almost seamless processes when it comes to servicing their customers. But, the very best companies develop processes and people who are able to connect with and accomodate individual customers, and their particular problems. It’s those companies, ultimately, that win in the long term, because each of their customers feel special. And if you feel special, human nature dictates that you stay put, even if some other factors, like price, might tempt wandering.
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