They are called touch points for a reason

Went to the ice cream shop with my son. He ordered a double scoop because the decision to go with chocolate or after eight mint was to much for a Tuesday afternoon so we got both. After the first couple of licks, the top scoop started to look a little shaky and being a forward thinking father of three boys I decided to ask for a small plastic put to catch the scoop when it decided to leave it’s sugar cone home. The woman behind the counter told me that she couldn’t give me a plastic cup because it’s a rule enforced by head office. When I questioned a little more she said they use it to control the stock and it would throw their stock levels out if she gave me a cup. It seems like head’s offices inability to put in an effective stock control systems has resulted in them enforcing what could only have been the first thing that came to their minds. They turned a management problem into my problem and damaged the user experience in the process.

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Don’t make your problem my problem

Went to the ice cream shop with my son. He ordered a double scoop because the decision to go with chocolate or after eight mint was to much for a Tuesday afternoon so we got both. After the first couple of licks, the top scoop started to look a little shaky and being a forward thinking father of three boys I decided to ask for a small plastic put to catch the scoop when it decided to leave it’s sugar cone home. The woman behind the counter told me that she couldn’t give me a plastic cup because it’s a rule enforced by head office. When I questioned a little more she said they use it to control the stock and it would throw their stock levels out if she gave me a cup. It seems like head’s offices inability to put in an effective stock control systems has resulted in them enforcing what could only have been the first thing that came to their minds. They turned a management problem into my problem and damaged the user experience in the process.

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