Today, I’m gonna do a little rant related to business…
Being in marketing, I am pretty overly critical of businesses and their branding and their customer relations. I can go on and on about the subject, but I’ll spare you all the details.
One little thing people can do for their business is make sure your front line is on pointe. More often than not, lowest paid employees are the ones that your customers see first. For example, the customer service reps, the cashiers, the receptionist…these people are the first people a client sees and they are a businesses first impression.
Imagine if, on a first date, the man picks up the woman and he has a poor attitude, seems annoyed or bored and can’t remember your name. I’m pretty sure that there would be no second date and definitely no relationship on the horizon.
Case in point, I go to an amazing acupuncturist. Her receptionist, although a very nice lady (and yes, I am prefacing this to soften the blow…), has butchered my name every time she either calls me or I go into the office. And it’s not a simple mispronunciation either, it’s this long drawn out, awkward, apologetic, fumbling of my name that I’ve told her probably about fifteen times now. So, I know my name isn’t the easiest to say, but usually when I give the helpful hints (rhymes with “fancy;” or “picture a hand making the letter C”) people usually pick it up. Yet after 6 visits and numerous phone calls, she still says it about 3 times (butchering it all three times) before mumbling an apology about how she cannot say my name. No. Really? I wouldn’t have guessed.
I mean it’s a little thing, but it has really started to become uncomfortable and annoying. And that sadly is a reflection of my doctor’s brand.
Lesson: Every point of contact with a client/customer is an extension of the message you are conveying about your business. Just like dating, you want to always present your best side. And for crying our loud, make sure you remember how to say her name.