Posted by: kerrywills | August 12, 2016

Following the Rules


A few weeks ago I was vacationing in Myrtle Beach with my family. We got to the hotel around noon and were informed that check in was at 3:30. I have traveled a lot and usually the hotels check to see if a room is ready if you arrive early and let you go in early but not this one. They did not even look but rather told us to wait until 3:30. So we wound up waiting in the lobby with our luggage for two hours. Even at 3:25 they would not entertain me.

Since I had the time to contemplate, I was thinking about the use of rules like this. Rules are important and set boundaries and expectations for people but I am a big fan of the  “spirit” of the law as opposed to the “letter” of the law. I know that approach leaves things open to interpretation, but in this example, eve88u  n though check in is at 3:30 if there was a room available then that would have been exceptional customer service.

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In our own jobs we should understand the rules but then look to see how we can interpret them best to meet (or even exceed) the needs of our customers. A few possible instances include…

  • Support organizations focusing on gathering information from existing sources instead of pushing out different forms and mandating them
  • If a meeting agenda is determined but a more important conversation arises, changing the topic as appropriate
  • Extending deadlines where a better quality outcome can arise from a small delay

So the point is to be flexible and focus on the outcomes and quality and not always the “rules.” Ummm I think I just defined another rule with that sentence….well there goes the credibility of this argument.

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