When a customer picks up the phone to call you, be who they’re expecting.
When replying to an email, be who they’re expecting.
When your customer comes into your store, your staff need to be who they’re expecting (and more).
There’s little to no use having a fabulous visual identity created, a beautiful store for your customer to come into, fun vehicle signage or even a fancy website unless you can meet those expectations.
It’s about the experience.
Manage expectations. Meet expectations. Exceed expectations.
And don’t be afraid to raise the bar that little bit higher.