Why do companies make stupid rules? It never ceases to amaze me sometimes that companies make up policies that seem to have little purpose. I'm sure that to someone, the purpose is significant - but my question is this: is your purpose more important to you than the way your rule makes your customers feel?
For example, why do airlines charge you $100 to change your reservation? There's no way it costs the airline $100 when I change flights. For that matter, it can't possibly cost them anything - I do all the work. I get online and find the new information and change the flight. They've already built it into their system. I am okay with the fact that you pay the difference in fare - that's fine by me.
Sure someone will argue that if they didn't charge that, then more people would change flights and that would hurt the airlines ability to gauge capacities and such. Still, when you have to make a change it feels like you're just getting stuck with a fee because they want to penalize you. In fact they even call if that - a penalty. Hmmm.... I still find it hard to believe that there are companies that can use words like penalty when they are talking about interactions with their customers.
There are other - even more mind-boggling rules, but I'll refrain from sharing my headache just now. Let me just say this. Anytime a company starts to believe (or act) that it's customers need it more than it needs them - it should close up shop. Case closed. Of course, we'd have no cable TV companies, no post Office or DMV, no gas stations, no cell phone carriers, and no mass transit (just to think of a few of the worst offenders), and of course - no airlines.
Then again, would that be such a horrible world really?