We all know that at one point in time, not everyone will be happy about a policy or process.
This is the story of Brandon's search for Day Care for his Daughter, and how policies are communicated. It can make the difference in feeling ok, or looking for a new place.
A very important lesson Brandon addresses is, in most instances, it is easier to add value than realize that you can't deliver which results in taking value away from a customer. That usually leaves a salty taste, which may have a client looking for a new location.
Also, communicating with your staff so everyone is on the same page delivers a streamline experience for you clients. They know who to talk to for what decisions, and things get resolved quickly.
Let us know what approaches you take in order to make people feel good about dificult situations in the comments.
Enjoy the episode.