Who is your “director of first impressions?” Is it your receptionist, sales representative or counter person? Too many small businesses spend considerable time and resources building impressive advertising campaigns only to have the message and the brand diluted by a bad customer service experience. Ask your employees this critical question, “what is most important to our customers.” If you don’t get a consistent, unified response – call us (quickly).
When was the last time you mystery-shopped your own organization? If you haven’t, you should. If you did and weren’t happy, don’t wait to change. No advertising agency can help overcome a negative customer experience. The problem is especially compounded if you make promises to your customers that your employees don’t keep.
“30-Minutes or it’s free” might seem like a compelling advertising message unless you continually show up 5-minutes late. Too often small businesses make broad, bold brand promises without making sure they are ready to fulfill those promises. Everyday we help clients keep a keen eye on their promises so no customer goes disappointed or under-served.