I recently mystery shopped two care homes in one day and, by some quirk of first impressions fate, I was greeted both times by the maintenance man.
The first man scowled at me, clearly suspecting I was ‘from head office’, or possibly another pretentious marketing guy. Whereas the second man smiled and opened the door for me to go in ahead of him.
These interactions come under the bracket of what I call ‘Shouldn't be important but really are’.
You know that the first impression of your business is super important. The trouble is, you can never predict what it’s going to be.
Now, don’t get me wrong, if I wanted some shelves putting up then Scowly Man would get the job every time. But the reality is that we need all staff to do that most important job of making a home feel friendly and welcoming.
What would you put under the bracket of ‘Things that shouldn't be important but really are’?
Or, indeed, ‘Things that should be important but seemingly are not’?
The first man scowled at me, clearly suspecting I was ‘from head office’, or possibly another pretentious marketing guy. Whereas the second man smiled and opened the door for me to go in ahead of him.
These interactions come under the bracket of what I call ‘Shouldn't be important but really are’.
You know that the first impression of your business is super important. The trouble is, you can never predict what it’s going to be.
Now, don’t get me wrong, if I wanted some shelves putting up then Scowly Man would get the job every time. But the reality is that we need all staff to do that most important job of making a home feel friendly and welcoming.
What would you put under the bracket of ‘Things that shouldn't be important but really are’?
Or, indeed, ‘Things that should be important but seemingly are not’?