I frequent a business that recently posted the sign “Under New Management.” I immediately wondered what was wrong with the previous management. I liked going there and always had decent service. Why the change?
Has this sign ever increased the customer count by even 1? I doubt it! Whenever I’m asked to create such a sign I question the wisdom of placing it there. If you liked going there and they change management are you likely to want to try the new team? Doubtful. If you hated going there already will a sign like this alter your opinion and then take a chance and risk it? Again… doubtful.
From my side of the desk a sign like this shouts change for the sake of change and little more. The new owner or new manager knew how bad things were in their opinion or there would have not been any need to put the sign up in the first place. This is the age old example of working on the wrong problem.
A better approach might be to actually create a business with world class service and then sustain that level of service. Companies that will never have a sign like this are Southwest Airlines, Disney and precious few others. They have determined the customer experience is paramount and work toward that end. They see the experience as a profit center and this allows them to hire and train the right people and that makes signs like this unnecessary. Come to think of it this is how I set up VSG and I have several clients that do this exact thing.
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