Every business has a line in their mission/vision statements about the importance of their customers. Almost every company makes their commitment to customers explicit in their external communications – including their advertising. Huge amounts are spent training staff on communicating with customers and handling difficult enquiries. In service industries complaints are taken seriously and teams are dedicated to resolve them.
But all that good work can be undone if the company’s internal messaging is not consistent, in just seconds if that internal messaging is visible in a public area.
I took the image above in a hotel lobby, I’ll be reading a sales subtext into everything every staff member says from now on.