What Are The Signs on The Wall of Your Business Really Saying?
I was leaving my bank the other day, and I read a sign that said: “Thank you for banking with us, have a nice day.”
That simple message made me realize this practice can affect your emotions toward a business on a sub-conscious level.
I then decided to keep my eyes open, looking for different messages at different businesses, and I found that a lot of messages to be negative.
NO REFUNDS, ALL SALES FINAL, WE ARE NOT RESPONSIBLE FOR…, $10 FEE FOR RETURNED CHECKS, NO SHOES–NO SERVICE, ALTERATIONS NOT INCLUDED IN PRICE, CUSTOMER PARKING ONLY. ALL OTHERS WILL BE TOWED AWAY AT OWNER’S EXPENSE. Negative, negative, negative!
The Message Is Important
The message we put out to our customers is important; If it is done negatively, we will become accustomed to being at odds with our customers, and our employees will think that it is acceptable to behave rudely toward them. Any business is worthless without its customers.
As I was looking at some of the signs, I realized that you could just as easily get your point across without being negative.
Instead of “NO SMOKING,” say, “Welcome to our smoke-free environment!” “NO REFUNDS” could be rephrased as “Exchange available for any purchase that you’re not satisfied with.”