Fit For Service By David Childs

Forms/Signs
(Body Language)

Healthy Home Cooking

Walk a Mile

Strategic Design

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Customers of singles hangouts enter the doors of the establishment with hope and anticipation that they will receive inviting, encouraging body language that will lead to a successful interaction. The same can be said about your organization. Customers enter the doors of your organization with hope and anticipation that they will receive inviting, encouraging body language that will lead to a successful interaction.

Your fitness plan for your organization's forms and signage is very similar to the plan for your COMMUNICATIONS; that is to analyze your forms/signs as a partner/vendor/customer would, and try to make them as user friendly as you would want them to be if you were the customer.

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When consulting with organizations, I like to ask Managers to take me on a tour of their organization. While on the tour, one of the many indicators that I monitor is how the manager acts around customers and the staff; and how the staff reacts when they see the manager coming. This body language tells me very quickly and accurately the degree to which the Manager has successfully “personified” and imparted throughout the organization a quality purposeful family atmosphere.

In addition to the body language of the staff, the organization has a body language with which it sends very clear messages to customers. One organization received thousands of phone calls from customers who could not understand one of its forms. The form was re-designed; language simplified, bolding and highlighting utilized. Customer calls regarding that form were reduced by 80%.