We don’t give much credence to what we’re being told unless it lines up with what we see in action.
The hotel guest information book tells me you want me to enjoy my stay, but if I have to walk outside the hotel and find the bell boy myself so I can get my luggage, I don’t believe you want me to enjoy my stay.
The signs all over the airport tell me you take my safety seriously but if I see your male employees snickering when your female employee pats me down for a body search, I don’t believe you take my safety seriously.
The in-flight video (from the CEO himself, no less) tells me you care about my customer experience, but if I’m standing at the back of the plane and I hear your employees complaining about their customers, I don’t believe you care about my customer experience.
Next time you think no-one is watching, or think no-one will notice or care, think again.
Natalie Zensius is a marketing communications strategist with experience in both the for-profit and non-profit sectors. Learn more about Natalie at http:www.linkedin.com/in/nzensius.