Navigating the Covid Confusion

This post is long overdue. The past year+ has been tough on everyone, especially in the service business. The message changes from day to day, state to state and business to business, media source to media source. We are all frustrated. But, can you imagine being an employee charged with enforcing these "rules"? Is it any wonder that unpleasant customer behavior is at an all time high?

The initial message sent to potential customers has never been more important. Not just to the customer, but for the employees who service those customers. How many of us have seen a sign "No mask. No service."? What is the gut reaction to the sign? How does one expect to be treated in that establishment? Already poised for an unpleasant experience, a customer is asked to put on a mask....

"XYZ company encourages all customers wear a mask to protect our employees and any vulnerable customers"? "Please help us, at ABC airline, to comply with the FAA mask regulations. If you need a mask, come see us." Is there a different reaction? A choice is implied, even if that is not the reality. Most people want to help others, especially if it's something easy. What about the expectation of service?

Conclusions here seem obvious. Start off on the right foot. "There is no second chance to make a first impression". It is more imperative today than ever before. Customers and employees will appreciate it.