That’s our policy …
Can you think of a less helpful response from somebody than “That’s our policy”? Even if you add an “I’m sorry, but …” before it … that memorable saying leaves people frustrated.
In the school business, we deal with lots of policies and procedures. “That’s our policy” can create a great deal of anger, especially when we say it to a parent that may already be upset. When we use that infamous expression, we make the implicit suggestion that it is our customer’s fault for not understanding the policy.
In our continual quest for excellent customer service, we need to make a conscious effort to explain policy and help our customers understand policy rather than quote policy.
