Yesterday I was in PetSmart to purchase some cat food. Approaching the counter what was obvious to me and others in line was the recognition given to the lady behind the register. It was a small billboard with her photo recognizing her for her customer service and smile. I was eager to reach the counter and experience her service for myself. Before I was even out of the store my wife commented and said that surely didn’t match the billboard. The lady barely said three words to us, let alone even smile. To say the least not a very good experience.
In our business we must figure out who our audience is, and take them where they want and need to go. We must create an experience that helps the customer and makes them want to come back for another experience.