Tot’s Taxi
January 15, 2009
Having a clear vision of the organization’s purpose, whether through culture, tradition, or a formal vision statement, is an important consideration in maintaining customer satisfaction.
Having a clear vision of the organization’s purpose—whether through culture, tradition, or a formal vision statement—is an important consideration in maintaining customer satisfaction. But if your actions and behaviors do not support this vision then the customer may have a different impression of your company altogether.
A situation last week provided an excellent example.
On my way home I stopped at a red light behind a van. On the back of the van was painted the name of the company, Tot’s Taxi, in large brightly colored letters.
If I had to guess, I would say that Tot’s Taxi is a shuttle service for transporting children to their after-school care providers—sometimes necessary in a household with two working parents.
The only problem was that the entire rear end of this van was bashed in and looked as if it had been hit by a truck. Was the accident the driver’s fault? Was it the fault of the other vehicle? Were there even any children in the van at the time?
In the ten seconds I waited at that intersection I imagined all kinds of answers to these questions. But the first impression that came to my mind was of a frightened child trapped in the van as the accident occurred. At that point there was no way I would have ever let my own children be transported by this service.
Customers form similar impressions based on their perceptions of the company through its actions and behaviors. Look at your organization from the customer’s perspective and be sure that the impressions people are receiving are the ones you are trying to make.
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