Sometimes you have to change the rules. What’s important is how you handle the change you’re asking someone else to make. Changing the rules happens mid-game. It has to by virtue of the change. This is the kind of surprise most of us avoid.
What happens, though, if you change the rules but don’t communicate it well?
Disappointment happens.
Rules change for a variety of reasons. Rules get changed when we realize that the game isn’t balanced. Sometimes someone changes the rules on us and we have to pass it along. Sometimes they get changed when regulation creeps in. Some regulations are good but even a good regulation can upset things if it isn’t communicated properly.
A business I love having in my life just did this to me. Some regulators felt that they have a business practice that is risky. This practice provides a significant convenience to me and many other customers. The regulators said, “Change it.” So they did.
It’s a risk that I as a customer am willing to assume. Turns out I can’t opt out. It’s not a deal breaker but it’s certainly added a layer of inconvenience that, in 2013, is hard to accept.
If I used emoticons I would use a frowny-face. : (
I thought about saying that I understand why they did it, but I don’t really. I only sort of understand and that’s where the problem lies. If you absolutely have to change the rules, make sure we understand. You can’t over-communicate this sort of thing.
Here’s an example (originally sent via email to my wife) of the rules being changed masterfully by another company I love, Saddleback Leather. It’s a bit long but worth the time I assure you.
