Keep it Consistent

A small restaurant listed on its website the new protocols it had developed to manage the pandemic. However, no one working inside the restaurant seemed to know about them.

A customer, having read the new rules on the site, asked an employee for details about how the protocol worked. The employee told him that she had never heard of those rules or procedure and had no idea what he was talking about. She acted as though the customer was crazy or making up stories to waste her time.

The customer didn’t care one way or another; but felt that the discrepancy between what was written and what was practiced was confusing. He wanted to follow the rules whatever they were, but he was having trouble figuring out what those rules were.

Don’t make things more complicated for your customers. If something feels too difficult, they will take their business somewhere else. Customers just want to know what is going on. Don’t confuse them. It isn’t worth potentially losing business.