Customer Experience Consulting and Speaking
Would you talk to your mom like this? It’s a simple litmus test.
I snapped this picture at the nearby Sports Authority. Isn’t there a better way? How about an arrow for where the entrance is? How about a “Thanks for shopping with us.” Instead, these signs seem to yell at the customer. NOT AN ENTRANCE. Would you say it that way to your mom? Try again.
Jeannie, I like the "Mom Standard" because it's a quick and accurate guide for making the right decisions to get customer touchpoints right. And it takes very little explanation! Other "Standards" that your readers may find interesting: The "Five year old Standard" for clarity of communication: Communicate with customers and prospects using words that a five-year-old would understand, to avoid clouding your message wtih jargon or terminology that can be ambigous or arcane. Keep it simple! The "24 Hours to Live Standard" for empathy and compassion: When speaking to an angry/upset/disappointed customer, picture them as if they only had 24 hours to live, and only you knew it. Your demeanor will become more compassionate and understanding. Thanks again for presenting the "Mom Standard." Jim Watson
It is much better if they put this way to entrance... Looks like they are discouraging costumers to shop there.
That's hilarious! I've never even considered the fact that these stores are telling you not to come inside.
@jeanniecw I have to say...when you see this comment pop up in your email, without context, it makes you go, "Whhhhaaa???"
Depends on your mom and her standards. My mom had high standards and so do I. As with Bruce, my mom was the arbiter of everything whether she was with me or not. She and her values and rules were in my head. If I thought about breaking a rule, automatically what my mom would think of that situation would be in my head. My children are the same way - what would mom and dad think? But how about the 'of service' perspective. Your example above, Jeannie, doesn't take into consideration the 'stranger in the environment' who needs guidance to achieve their goals - and in turn support the business success. That's just plain common sense. Would your mom leave a guest on the porch wondering if someone was home? No, she would open the door and welcome them in with a warm cup of tea or a cold iced tea, and sit them down and ask what the needed. Don't see much of this going on in the picture. Yeah to all moms!
My mom was my arbiter of everything in my life, except for my poor choice of women! lol...I should've listened but I think I've finally got it right with my 2nd marriage!
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