It is always best to be consistent with your policies and the communication of them to your customers.
When one person tells a customer: “You have to go online to update your account now, we don’t mail the information any longer.”
Another person says: “That program expired.”
Yet another is shocked and says: “What? No, you should be getting your program rewards information in the mail any day now. So sorry to hear that someone told you that. We apologize. Here is a 20% off coupon for your next shopping visit with us.”
Just like with everything else you do in your life, be consistent, tell the truth, treat everyone like they are your best customer and that they are important to you and your business.
~ Dawn aka Hat Girl