Same rules, different marketing
Seth Godin notes
, there’s a huge difference between this:
THERE ARE NO REFUNDS, NO
EXCEPTIONS.
THERE ARE NO EXCHANGES ON PLANTS.
ALL LISTED CONDITIONS MUSTBE MET IN ORDER TO RECEIVE EQUAL OR LESSER VALUE EXCHANGE. THERE ARE NO
EXCEPTIONS. MANAGER RESERVES THE RIGHT TO MAKE SPECIAL
EXCEPTIONS.
and this:
At Surroundings, it’s really important to
us that you be delighted (not just happy). Please keep your receipt and be sure
to bring it with you if there are any problems. We’ll be happy to exchange any
cut flowers that aren’t just right–we’ll give you a store credit or any other
item in the store of equal or lesser value. Unfortunately, we can’t exchange
plants. If you have any questions, don’t hesitate to ask any of us for
help.
I think it’s safe to say that most of our school rules are written like the
former, not the latter. No wonder students grumble about the rules so much.
Couldn’t we find ways to make our rules, policies, and guidelines more
palatable, more positive, and more pleasant? They might go over better with our
intended audiences…
