The Carnivale of Customer Service continues with day 2 still blogging about the importance of attitude. Denise O’ Berry at Just For Small Business discusses the importance of walking the talk in a post titled The Sign Said ‘We Provide Superior Service.’
But that’s not what happened. Someone must have forgotten to tell the staff.
I noticed the huge sign on the wall as soon as I walked into the business and I thought, “Hmmm. This will be a good experience.”
Just like so many other businesses, the huge poster on the wall was just that — a poster with shallow words that didn’t come close to the behaviors I experienced.
That’s the problem with companies that go through the motions of creating vision, mission and values statements and then proudly display them on a wall for all to see. They spend more time — and money — investing in just the right visual presentation of those words than they do helping the employees demonstrate them.