If you’re not careful, you may lose once happy customers.

I went on a family vacation last week and did a little shopping.

First, I went to Old Navy… I have always been happy with their service. I found a great coat on a rack for $40. When I went to the check out, they told me the coat was $50… it was racked wrong. The manager told me that there was no way that she could honor the lower price as I watched another employee move 15 coats to the appropriate rack.

After that, I went Target. I had to buy a back pack. I found a back pack on a rack for $20 but when I got to check out, it rang up at $60. When I told the cashier, she paused to think about it for a minute. When I asked her if I should go verify the price, she commented that she should could just honor the lower price.

What a difference in attitudes between the two companies.

What is the point? Well, company policies can either improve your customer relationships or kill them. If you have a poor customer relationship, how do you think the customer experience is for them? How do your policies stack up?

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Corey Smith is the Vice President of Innovation at Fisher’s Document Systems where he maintains a blog on business and technology.

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