Can’t fool your customers

Cloud Smileys Your brand is everything.  Your customers and potential customers experience it everywhere they interact with you, your staff, your website, etc.  Knowing how you want everyone to experience and think about your business is the basis for your brand.

We all know this and most businesses work hard to have their staff represent their brand as well as having others experience it at all other possible touch points with your business, i.e website, print materials, ads and more.  This is important for your customers to feel good about working with you and to come back again and again because they like your brand and how it feels to them.

Researching a business insurance option recently I was attracted to a company because of their products, pricing and the brand image they promoted including friendly, efficient and personalized service.  They said they were fun to work with.  I experienced this from the account representative and was pleased with their brand promise as he described it.

The last step was to exchange documents. I took the opportunity to go into the company’s local office.  When I walked in I could feel the tension in the air.  The receptionist smiled, acted friendly and pleasant but the feeling in the space was completely different.  I could see and feel the conflict in this office.  I felt as though I was interrupting something.  I could not wait to leave.  I have not yet finalized my contract with them.  Their brand promise and how it felt in their office were not the same.

Everyone is intuitive.  Our gut reaction makes a difference. For this reason I work with my clients to not only express their brand in all the usual ways but to also in their office, store, warehouse, etc.  and to be aware of the energy of their staff.  Acting friendly and smiling does not hide the energy in someone or in the space.  The brand experience has to be genuine.  Everyone is intuitive meaning they can feel, see and know what is real.

Being aware of the energy experience in your office or your staff is important to your success.  If it does not feel right to you it will not feel right to your customers.  Take the time to notice the energy of your business, your staff, your offices, etc.  Take steps to change the energy if it is not consistent with the brand of your business.  This is not something you do once.  Monitoring the energy of your business is something to be done every day.

I don’t recommend that decisions are made from the gut or gut reaction but in reality people do this all the time.  Take the time to set the energy of your business to your customers gut reaction is consistent with your brand promise.

Best wishes on your success,  Kay

Contact me if you would like a consultation on the energy experience of your business.

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s