What's Your Sauce Policy?

The notice on the drive-through window was proudly displayed:“Sauce Policy”

It informs customers of how many complimentary sauces they’re eligible for based upon a particular order. Use more than the allotted sauce stipend? You’re on the hook for $.30 a pop.

I’m not Lovin’ it.

What sounds good in the boardroom doesn’t always resonate with customers. Business decisions that focus on policy over people are costly in the long run.

Sauce policies are more common than we might think. They’re often camouflaged with code words and cause customers to feel alienated when:

• Rules are enforced without considering their point of view

• Policies designed to protect the company make them feel like a thief or liar

• Regulations add unnecessary steps and make it difficult to do business

What’s your organization’s sauce policy? Consider revising it to give your customers what they want and deserve—a memorable experience.

That’s a good business decision.