It's used far too often these days. "We can't make an exception. We mustn't set a precedent." In other words, we're not prepared to look at situations that may require us to step outside our usual guidelines and policies. We'll stick to what we know, have always done and we'll use our guidelines and our policies to support our decisions. It's the safest way. Then nobody can say "we've set a precedent" because we didn't deviate from standard practice. We handled things the right way. Policies, procedures and guidelines, they're not to be tampered with. How wimpy.
This week, Air New Zealand did make an exception for a retired Wellington couple, who had booked flights to visit their grandchildren in Dunedin. Before flying south, they were told the husband was not expected to live past September and his doctor said he could not fly. The couple sought a refund but the travel agent couldn't oblige. Could they then transfer their airfares to tickets to fly their grandchildren up from the South Island? No, this wasn't possible either. Apparently, the couple hadn't paid the $20 insurance cover allowing for a refund. They pointed out they had fully expected to make the trip prior to receiving their distressing news. By using their refund to buy tickets for their grandchildren, Air New Zealand wouldn't be missing out; it would mean so much to them if the airline would make an exception in this case.
After a newspaper published their story, Air New Zealand stepped up and made an exception. I'm glad; it would be a small business decision for them. I know we'll hear the same old lines trotted out "what if everyone came up with a sad story, where would it end. You're just opening the floodgates." I don't think that's a fair statement. Most people understand that exceptions to the rule are few and far between and would only be made in extraordinary circumstances. These days, we seem to want to shy away from looking at "extraordinary circumstances". What's the cost? And I don't mean in dollar terms. That's a simple exercise. We appear to know the cost of everything these days, down to the last dollar. Is being seen as a compassionate and understanding company something to be avoided? It doesn't fit the New Zealand business mould.
We hear daily of acts of kindness, big and small, that gladden our hearts and restore our faith in humanity. These are acts of selflessness mostly by individuals who give assistance and help when they see a need. They don't stop to say "someone else is being paid to provide that service. It's not my job. I don't know the family." They don't rattle off umpteen reasons why they can't help. They need only one reason to take action. What if it was me and my family?
In business today, is showing compassion viewed as a sign of weakness? We're here to do the business and business doesn't have a compassionate side. It's safer to say "that's not our policy". If it's not policy, we're absolved. No action required. We're in the clear. We don't have to worry about a decision. We never made one.
