Same rules, different marketing

As

Seth Godin notes


, there's a huge difference between this:

THERE ARE NO REFUNDS, NO

EXCEPTIONS.
THERE ARE NO EXCHANGES ON PLANTS.
ALL LISTED CONDITIONS MUST

BE MET IN ORDER TO RECEIVE EQUAL OR LESSER VALUE EXCHANGE. THERE ARE NO

EXCEPTIONS. MANAGER RESERVES THE RIGHT TO MAKE SPECIAL

EXCEPTIONS.

and this:

At Surroundings, it's really important to

us that you be delighted (not just happy). Please keep your receipt and be sure

to bring it with you if there are any problems. We'll be happy to exchange any

cut flowers that aren't just right--we'll give you a store credit or any other

item in the store of equal or lesser value. Unfortunately, we can't exchange

plants. If you have any questions, don't hesitate to ask any of us for

help.

I think it's safe to say that most of our school rules are written like the

former, not the latter. No wonder students grumble about the rules so much.

Couldn't we find ways to make our rules, policies, and guidelines more

palatable, more positive, and more pleasant? They might go over better with our

intended audiences...

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