I bank at several local financial institutions. I am a firm believer in supporting local businesses, and think they can deliver service on a level with which no conglomerate can compete.
Last Sunday, I stopped by the ATM to grab some cash. As I drove up, I noticed a cobweb. I’m not talking a small tuft in the corner. I’m talking a legitimate collecting dirt, leaves, small mansion for a family of spiders. My first thought was, “Ewwww!”
My second thought was, “Oh no!” I like this organization. All I could think was how everyone who stops by this particular ATM (very close to an interstate) will have the same first response I did. The impression those not familiar or as loyal to this particular financial institution is they lack attention to detail and don’t care. This impression is definitely not in alignment with the company’s brand.
How does this problem get solved? Well, yes…clean up the cobweb. But, there will always be another cobweb (literally or metaphorically). In this particular instance, I know there are two tellers who balance this machine every business day. When they see they cobweb (they have to have seen it), are they thinking, “It’s not my job.”?
The truth is, it’s everybody’s job. The ATM, teller, receptionist, maintenance crew are all spokespeople for the business. Take a look around, who (and what) are the spokespeople for your business?
Teach them to remove the cobwebs. You don’t need the cobwebs speaking for you. --Hillary