Customer Policies Without Empathy: The Real Cost
I recently had frustrating experiences with Airbnb and our PEO provider that highlighted the pitfalls of rigid customer policies.
Airbnb Clipped My “Coupon”
When I needed to adjust a Mexico City reservation using a $500 Airbnb “coupon”, I assumed it would be simple since I was within the cancellation period. Yet, I was told the “coupon” would be entirely forfeited if I canceled. This seemed punitive, especially as I was looking to upgrade my booking. For context I was given the “coupon” after a host cancelled an earlier stay for another reservation leaving me in a compromising position – so I saw it as a concession.
I questioned why Airbnb would penalize a loyal customer (Superhost with over 200 bookings at a 4.9 rating) trying to spend more with them. Calls to customer service led to a recitation of policy over and over again like a broken record rather than any empathy, missing a chance to keep a loyal customer satisfied. I already understood the policy—I wasn’t questioning its existence, but rather how it impacted the customer. In short, I thought the policy sucked and was lobbying for an exception. Even a Guru would’ve lost their shit. I was annoyed – actually I was pissed. WTF?
The Unexpected PEO Fee
This reminded me of our own challenge at CargoTrans when our PEO raised health insurance premiums by 30% and hit us with a surprise termination fee when we sought a more affordable alternative. (approximately $10k) because the contract date didn’t align with the benefits renewal date. This policy seemed designed to catch clients off guard and add costs on the way out. I couldn’t get any other explanation for why the two dates didn’t align. The policy felt engineered to trap clients in high costs on the way out, disregarding the real impact on customers and dismissing the idea that a customer may one day return. After all, we all know how the health insurance racket in this country works. We ultimately found a solution with a 10% increase (typical increases are 3-7%).
When Policies Become Corporate Bullying
After extensive back-and-forth, I did eventually recover my Airbnb credit and waived the PEO fee. But it was a time-consuming battle that shouldn’t have been necessary. Policies are important, but they should protect companies from abuse, not penalize loyal customers navigating genuine issues.
Empathy Over Policy
At CargoTrans, we’ve learned that real customer service shines in the moments when things go wrong. Our approach is an abundance mindset, to treat policies as guides – not immovable rules, and to collaborate with customers. It’s not about saying “no” to requests—it’s about showing empathy and seeking fair solutions.
Ultimately, empathetic service creates loyal customers who return, recommend, and trust your brand. Exceptional service isn’t just a “nice-to-have”; it’s the backbone of building a brand that lasts. In moments of conflict, businesses have a unique chance to turn a potential loss into a lasting win.
Let’s make the world smaller!
-Nunzio & Anthony
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