Have you ever had a situation where the bank where you have long been a customer freezes your account over one bad cheque or your credit card company locks your account over one missed payment? I am sure we have all had this happen to us at one point or another. Are you doing the same thing to your customers? We all believe that when we are a long-standing customer, we should receive the benefit of the doubt before having our services frozen. Someone should give us the courtesy of a phone call letting us know the situation and give us a chance to remedy it, right? Especially if this is something that is out of the ordinary and we have never before missed a payment or bounced a cheque. The only way to do this is to ensure that an entire organization is aligned towards the same goals and objectives. When customer service representatives and accounts receivable clerks have the power to block our services, but not the power to turn them back on or resolve the situation, problems arise. We don’t know who to call or how to get our services back on, so we are forced to spend time and effort deciphering this code. For your own organization, make sure your processes make sense and that your customers, and not you, are the main focus.