Some of you are traveling to beach destinations this summer. We recently rented a condo at a beach property we had not previously visited. What was the visual first impression as I entered the elevator? A very large sign was taped to the elevator wall:
Towels On Balconies.
A business manager who approached a billing company to discuss having payments processed saw the following signs on the door.
NO CARDS, NO PAMPHLETS NOT ONE LITTLE THING.
WE APOLOGIZE TO OUR CLIENTS FOR POSTING SUCH A RUDE NOTICE BUT APPARENTLY SALESPEOPLE DON’T KNOW HOW TO READ.
THIS MEANS YOU!
Not long ago, I visited a new nail salon. The business had obviously invested quite a bit in the building, calming neutral décor, massage chairs etc. Duct taped to a window was a sign on horrible yellow corrugated board with bright red letters that said, “OPEN SUNDAY.” The business image designed to create a quality and serene atmosphere was overcome by a sign that did the exact opposite.
I recently noticed a sign on the wall of a newly renovated McDonald’s above the drink dispenser: NO Outside Drink Refills! The sign aimed at a probable small percentage of customers who would abuse the drink system to me said, ‘You are really trying to rip us off!’ All the money spent on renovation, and this is the impression given to customers!
Here are a few questions to ask when doing a SIGN AUDIT of your business:
- What is the first impression I want to give my customers?
- What message am I sending with my signage?
- Am I making signage decisions based on the actions of my worst customers or my best customers?
- Will my signs generate future business?
Have you seen any signs that give a negative or positive customer service impression? If so, share with us in a comment on this post!
This article was originally published by Allen Speaks