Note: This is the 3rd post in our Change is Good series
If you don't change your beliefs, your life will be like this forever. Is that good news? -Douglas Adams
All too often, we cling to policy like it's a life vest. Sometimes we forget that the policies are in place to keep business running smoothly, and not just to get every last penny out of customers. Old habits die hard. Sure we might have good intentions, but you know what they say about good intentions.
Take a look at your policies, your beliefs, the fundamentals that cause you to act the way you do. Take a page out of the book of George Costanza, and think about how it would affect the situation if you did the opposite of what you would normally do. Weigh your options by the consequences of your actions, rather than your policies.
Look at things from the customer's perspective. How would you feel getting hit with the old standby, "I'm sorry, but it's our policy," or the ever popular, "I don't make the rules, I just follow them."
The road to success is paved by those who don't mind breaking the rules from time to time.