Monday, March 19, 2007
Recently when visiting my home town, I went to a favorite local burger joint. I don't make it a habit of eating cheeseburgers but every now and then I have to roll up my sleeves and indulge. This burger joint makes great cheeseburgers - they blow away any 'chain' burger.
On this particular visit I experienced something a bit disappointing with one of their policies. When we ordered our food we asked for water in a 'to-go' cup (we ate inside) because we were going to get back on the road after we ate and wanted a cup of water to take with us. The person taking our order informed us that they could only provide water in their 'dine-in' plastic cups. I asked "Why?" and she replied that people would fill their to-go cups with soda instead of water. The dine-in plastic cups are clear plastic and the to-go cups are paper (get it? you can't see through them, making it easy to fill your 'water cup' with soda).
I was amazed that the owner would make such a policy that penalizes all of his honest, paying customers because a few kids (and maybe a few dishonest adults) decided they were going to get their fill of soda 'on the house.' This was so absurd I had to LOL all the way to my seat. If the owner really did the math and compared how many free sodas leave the building vs. how many honest customers are put-off by such a policy, he would realize that the policy is a bit 'wag the dog.'
Do you have policies that penalize your honest customers? Having these kinds of policies makes people feel un-trusted, insulted and like they are 'just some customer.' Stack-up enough of these kinds of policies and it won't be long before they are successful - at keeping all customers away!
(For those traveling through California's Central Coast and want to try a great burger, the burger joint I reference in this article is called Orcutt Burgers, located in Santa Maria, CA. Be sure to ask them for water 'to-go.')
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