While an adversarial, “Us vs. Them” mentality works well on the football field, how does it play out at work? Quite simply, it sucks.
Case in point: One day while dining at an international, franchised donut shop (you figure it out), I saw this memo in a stand-up frame on the counter.
In case you can’t read it, here’s what it says. (Please forgive the grammatical and punctuation errors. I’m copying it verbatim.)
Effective immediately we are no longer giving out Cash Refunds.
If a customer would like a cash refund they must contact the office (phone number) and receive a check in the mail.
Credit refunds will be allowed but not recommended.
The first choice of compensation for correcting a problem with a customers is always replacing the product with new product.
Please, post this in your store and review with all employees.
Now, this particular memo begs several questions.
- Does anyone proofread anymore?
- Was this particular memo meant for internal or external communication?
- What is the point of putting this on the counter, front and center in the store?
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Are you a quitter? Or do you know someone who is?
