Policies and Procedures – Page 41 – IS Survivor Publishing

Trafficking in policies and standards

I was standing on the National Mall the other day with a quarter million or so of my close personal friends, wondering, as I’m sure most of the crowd was, “How am I going to justify calling this a business expense on my taxes?”

Then Jon Stewart used drivers merging down to one lane as they enter the Lincoln Tunnel as a metaphor for how we all manage to make things work and it hit me: Link a column to the event and I’m good to go. And what could be a better way to do it than to use cars as a metaphor for … something.

And what could be a better something than corporate policies and standards?

Customer Elimination Management, One More Time

Here’s one way it goes wrong.

I’m booking travel to a client I visit on a regular basis. Round-trip airfare has been about $450 since I first started working with them. This time, though, Delta.com quotes $1,300 for the same trip, or $900 with one connecting flight.

I call a live human being who confirms the new rate, and, after doing some checking, explains that Delta no longer provides a round-trip rate for this destination unless I stay over a Saturday. Otherwise I’m paying for two one-way tickets.

I figure it’s an oversight.