Anyone for agamama’s?

I walked past our local branch of Sheraton Law estate agents yesterday while embarking on a day out wandering the streets of London.

The “e” of Sheraton was hanging off.  And if I remember correctly, it has been for some time—months, not weeks or days.

Later in the day, I ate at the original Wagamama in Lexington Street, and couldn’t help but think that you would never see the W hanging off their sign.

All members of staff that I encountered seemed to care about my overall experience.  From the moment I walked through the front door and was greeted with smiles from the chefs upstairs, to the moment they acknowledged me again on my departure, everything was geared to ensuring my experience was one of quality.  Admittedly, my beer glass was dirty, but the profuse apology from the chap—not my server—who quickly replaced it more than made up for the initial issue.

I had the feeling that if the W was hanging off the signage at the front of the store, it would get lots of attention from the staff, regardless of whether the issue fell within their remit.  And if necessary, someone would get up on a ladder to address the issue before a strategic fix was found.

People form impressions and make judgments based on all sorts of aspects of a business, and it’s important that everyone within the business is sufficiently passionate about those impressions being good ones to have a sense of responsibility for issues being rectified, regardless of whether they are within their official remit.

All too often, there is fingerpointing within organisations, together with a culture that promotes such fingerpointing.  Departments blame other departments for failings, even to the end customer, while the brand suffers.

Do you work for Sheraton Law?  Or are you more of a Wagamamas employee?


One Response to “Anyone for agamama’s?”

  1. Simon on August 18th, 2009 22:25

    Get this in the office. I want to work somewhere where people who apply our brand/identity/whatever badly are treated with same contempt that would be meted out if an Easyjet employee if they suggested a blue or pink ad campaign. Or the BBC employee who wanted to change the website font to comic sans.

    I’m not one of these people who gets all uppity about brands, but I do think it’s important that if you have one, it’s treated carefully and professionally.

    Drives me up the wall when I see half baked applications of our colour scheme, or squashed logos, ‘cos it looks so cheap, as though the perpetrator doesn’t *care* how the organisation’s perceived.


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