Have you ever followed a policy at work and thought, “Why do we even do this?”

Does this sound familiar?
Years ago, someone exploited a loophole—maybe a customer who gamed the return policy or an employee who bent the rules. In response, an organization-wide procedure was put into place.

Fast forward to today:
That patchwork solution is still in effect, even though no one recalls the original trigger. Now, it just frustrates employees, inconveniences customers, and slows everyone down.

It’s time to question the “why.”
Regularly re-evaluate policies.
Determine if they still serve a meaningful purpose.
Eliminate unnecessary complexity.

By doing so, you’ll not only enhance efficiency but also show your team and customers that you value their time and experience.

The payoff?
Removing outdated rules creates a smoother, more intuitive environment. The result? More trust, better engagement, and the freedom to focus on what truly matters—delivering value to your customers and colleagues.

Look around your own workplace.
What’s one legacy rule you’d retire or refine?

Let’s discuss how we can help you build a better CX-focused “operating system” for your organizations!