Four of us placed orders at a restaurant and the server said she’d bring rolls and hush puppies. She returned with 3 plates, 3 rolls and 3 hush puppies. When we asked, she said they only come with orders for main courses. One of us ordered two small plates, which doesn’t count, although her bill would be the same as the others.
Does your company have similar policies that put internal minutiae ahead of customer satisfaction? Take a close look and make changes.