Tags
Customer Experience, Diversity, management, Northern California Consultants, small business, start up
On a recent visit to a nationally known coffee shop this sign was prominently posted at the bar where the drinks are picked up,
Partner of the Quarter 2nd Quarter 2013 Presented to Ashley Capitola* Our Partners We’re called partners because it’s not just a job it’s our passion. Together we embrace diversity to create a place where each of us can be ourselves. We always treat each other with respect and dignity. And we hold each other to that standard.What do you think of this message? What do you think about placing it prominently within the retail space? What do you think customers see when they read this message?
I’ll give my opinions in a future post.
*Name changed for privacy.
Jim
Lucavìa
gojimlucas@lucavia.com
lucavia.com
(925) 980-7871
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© Copyright Jim Lucas 2007-2013 All Rights Reserved
Lucavìa 
I recently read 7 Habits of Highly Effective People. There was a chapter that addressed the importance of having a mission statement that the employees helped create with the founder; one they could truly relate to. In so doing productivity and moral went up because they identified with the mission statement.
So if this mission statement is something that the employees can relate to then I think it’s a great idea. It serves as a gentle reminder throughout the day of who they are as a company. If someone isn’t treating others with respect and dignity they need just look up and be reminded of the standard by which that they need to hold themselves.
I agree with Jessica that if the employees think of this as a sort of mission statement, and it inspires them, then the statement and the recognition award are worthwhile. And I do like the thought behind having a statement and making it prominent. However, if I were to change one thing it would be to place the sign in the back room, or behind the counter, where it’s only visible to employees. While a portion of their clientele may appreciate knowing the staff finds purpose in their work, it just won’t register for most customers because the message is clearly pointed inward. The principle I favor here is: Results are things that matter to the customer.
In its place, featured prominently in the retail space for every customer to see, I suggest making a statement to show they understand what their customers value, how the business delivers that value, and how everyone in the organization is there to make that happen. Here’s what something like that might look like.
Customers
/ˈkəstəmər/ Noun: People we love to serve.
When you walk through the door we see a friend.
When you place your order we see it as our chance to serve.
Because this is not just a job it’s our passion.
We embrace diversity and want this to be a place
where you can be yourself and always be treated
with respect and dignity.
We promise to provide you with our finest products,
freshly prepared, and to look you in the eye, smile,
and call you by name. If you’re on the run your order will
be ready quickly and efficiently. If you have a moment,
we’d love to hear a little about your day.
Everyone here holds one another to that standard.
If we miss, please let anyone of us know.
We’ll make it right.