Today I was asked to describe the policies a customer had. I explained to him that there were two and I ran through a description of them. The customer then thanked me and informed me that he was reading the two policy documents and couldn’t figure out what the difference was between them.
This wouldn’t be a surprising thing to say normally, but when the two policies are so fundamentaly different that it hits you in the face, you can’t help but wonder what the customer is actually looking at.
As I informed him, one policy was for people and the other for the home. Totally different. You could be looking at two books – Harry Potter and Downtown Abbey – and say they appeared to be the same when you read them!
