Four businesses are leasing space in a building close to my new home. For the last week, every time I walked past the building, I carefully stepped over broken glass lying in the driveway.
Flower beds at a restaurant my husband and I were planning on visiting for the first time, were filled with weeds and long grass. The windows were dirty and the garbage can in the parking lot was overflowing.
I drove past a sign the other day announcing that a nail salon was under the new management. The new owners announced this by creating a sign from what looked like scrap wood, some black paint, and a thick paint brush. The letters were uneven and the black paint ran.
Without saying a word, each of these businesses sent a very strong message.
1. “We don’t care enough about you to take five minutes to sweep up the broken glass. Your tires are not our responsibility.”
2. “Cleanliness and a tidy appearance are not important.” (I imagine if we had gone inside the restaurant, we would have been met with dirty tables, sticky menus and a kitchen that may not pass a health inspection.)
3. “Just get the manicure done quickly. It doesn’t matter what it looks like.”
As a business owner, manager or team member, look at all the messages your business is sending. Walk around the building, walk through the hallways, see your business through the customer’s eyes and make sure that you are sending a message of care, of professionalism and of pride.
“Anytime a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.” ~ Jan Carlzon, former president of Scandinavian Airlines