Monday, February 23, 2009

No Means No

I'm often amazed -- and overwhelmed -- by the negative messages that businesses send their customers. "No Eating," "No Drinking," "No Children," "No Cell phones."

It's a known fact that after awhile, customers don't even tend to notice these warnings. We are often flooded with so much information, thanks to modern technology, that messages are often lost.

Is there a way to politely remind customers of common etiquette without sounding condescending or downright rude? You bet.

First of all, I find it just downright tacky to post anything on the wall of a business. If you can't put the document inside a frame and display in on a coffee table, counter or other side table, I wouldn't display it at all.

I realize that there are certain warnings that businesses are required by law to share with customers, such as no smoking in the building, handicapped parking and the like. But signs that warn: "No Talking on Your Cell Phone" though may be welcomed by those of us are easily irritated by those who talk on their cell phone in the doctor's office, there is an easier way to tell our clients we want them to be respectful. Someone could be waiting on an important telephone call -- someone is sick, or a child is supposed to call when they arrive at home.

How about posting, "Thank you in advance for putting your phone or mobile device on vibrate. Please feel free to step outside the waiting area when taking a call." I noticed that one business had posted a sign on the glass partition warning patrons not to talk on their cellphone while at the counter. Is there a better way to say it? I'm sure, but their message was more succinct: don't talk on your cell phone while waiting for assistance. Needless to say, I don't see very many people doing this.

I usually put my phone on vibrate and check my phone to see who is calling. If I'm in a waiting room, I see no reason why I can't go out into the hallway or outside to take a call that is important.

Though it's a given that people shouldn't eat food or bring drinks into an office, it certainly doesn't stop people from bringing their cup of Joe with them and placing it on the coffee table and leaving that nice ring.

Perhaps telling customers: "A receptacle is available to your right for your use to dispose of any food or drinks upon entering our office. Thank you very much for your cooperation!" I don't find that universal sign of a circle with the line drawn through it covering food and drinks too awfully offensive either.

Your customers don't want to be bombarded with messages of "No". Try to use more collaborative language when addressing them.

"Thank you for helping us to keep our office clean by disposing of your trash and recyclables," would be better received than, "Your Mother doesn't work here! Clean up after yourself."

Once your show respect to your patrons and clients, they will return the favor and welcome a collaborative atmosphere.

No comments: