{
  "title": "Customer reception: restating a rule without normalising non-compliance",
  "url": "https://www.shr.swiss/blog/accueil-client-rappeler-une-regle-sans-normaliser-son-non-respect-en",
  "language": "en",
  "datePublished": "2025-04-15",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Saying that many customers forget a document may sound understanding. It may also portray forgetting as the usual behaviour.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Lugano",
    "region": "Tessin",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Robert B."
    },
    {
      "heading": "When comparison has the opposite effect",
      "point": "P."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that the answer is simply to write, “Most of our customers follow this rule.” That would confuse a documented mechanism with a universal recipe, and such a claim requires actual data."
    },
    {
      "heading": "What these data cannot establish",
      "point": "These studies concern littering and energy consumption, not bank reception, clothing retail or trading businesses."
    },
    {
      "heading": "A practical check in Lugano",
      "point": "As part of SHR’s « Accueil client » programme, a Lugano team could test a written reminder in Italian covering a single requirement: a document needed for a bank appointment, proof of purchase for a return at a fashion boutique, or an order reference at an Italian-speaking family-owned trading SME."
    }
  ],
  "sources": [
    {
      "authors": "Kallgren",
      "year": "1990",
      "source": "Journal of Personality and Social Psychology"
    },
    {
      "authors": "Griskevicius",
      "year": "2007",
      "source": "Psychological Science"
    }
  ],
  "wordCount": 440,
  "image": "https://www.shr.swiss/img/blog-Training-Client-Reception-Lugano-accueil-client-rappeler-une-regle-sans-normaliser-son-non-respect-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-rappeler-une-regle-sans-normaliser-son-non-respect",
    "en": "https://www.shr.swiss/blog/accueil-client-rappeler-une-regle-sans-normaliser-son-non-respect-en",
    "de": "https://www.shr.swiss/blog/accueil-client-rappeler-une-regle-sans-normaliser-son-non-respect-de",
    "it": "https://www.shr.swiss/blog/accueil-client-rappeler-une-regle-sans-normaliser-son-non-respect-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation-accueil-client-lugano",
    "city": "https://www.shr.swiss/formations-ville/lugano",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}