Marketers LOVE messages. Avis had “We Try Harder”. Wendy’s had “Where’s the BEEF?”
But sometimes, in fact, more often than not . . . your ‘message’ isn’t some really well-crafted message that appears in the media.
Nope! It’s the ‘message’ communicated by what Jan Carlson, CEO of SAS Airlines called the “Moments of Truth” . . . moments where customers, clients, or patients come into contact with your business or practice.
Ivan Meisner, founder of BNI just posted about such a ‘Moment’ . . . and, truth be told, he didn’t get what you might call a ‘warm fuzzy’ from a recent contact with an insoucient front desk clerk at a Marriott Hotel. I learned about Ivan’s horrific treatment through a post on Linkedin. It was a repost of Ivan’s from his blog. There were a lot of people retweeting and reposting his sad ‘experience’.
Think Marriott Hotels should be happy? I don’t think so!
The messages customers get or, your staff gives out . . . can make you or break you — especially in this day and age of social media and twittering customers who believe in sharing their good (and, bad) experiences of your business with the rest of the world online!