It’s worth checking if the rules we hold dear, and fast to are helping the people we serve.

Rules Checklist

  • Why does this rule exist?
  • Does this rule benefit the majority of our customers? How?
  • Do we have difficulty looking people in the eye when we explain this rule? Why?
  • What story does this rule tell the customer [and ourselves] about our values?
  • How does this rule make us better?
  • What would happen if we scrapped this rule?

Doing what’s accepted or expected isn’t necessarily the right thing to do.

(Via The Story of Telling)

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