There was a guy who went to collect a package on behalf of a relative. Normally you only need a letter signed by the person to do this but some how the business added an extra requirement.
The new requirement is that the letter must be stamped by a notary public. The guy got that done returned and was denied because management added a new requirement.
Changing requirements without informing the public is a very common problem. It leaves customers frustrated and can result in them taking their money elsewhere.
These type of situations also leaves a bad taste and reveals deception. There’s a better way to do this though.
When making changes that will affect how people do business with you inform them of the change way ahead of time.
That way it will remove the frustration of finding out the day you changed it.
It will also give people time to adjust to the new normal and lessen the expense and the back and forth.
Make sure the people see the message of the change. This could be done via email, social media update, running ads, sending out a press release to the media and so on.
Putting up signs and posters about the change in your business is also another way of informing your customers about new changes that will affect them.
The messaging don’t have to be complicated just simple and clear about what to expect and why was it necessary. Saying it way ahead of time will prevent angry confrontations or worse loss of business.