Rules vs. “Rules”

Rules and Rules header

In any business, there are some hard and fast rules that no one can break, any time. You can’t do something that’s illegal, or that’s dangerous to you, an employee, or a customer. But other rules are more like guidelines. While employees should be trained on the rule, they should also be taught to use their discretion and common sense to know when to take action that is a win-win for both the company and the customer.

Watch this week’s video for an example of this distinction!

Shep Hyken

Shep Hyken

Shep Hyken is the Lecturer of Customer Experience for the Tarkenton Certificate in Entrepreneurship and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. For more articles on customer service and business go to