February 24, 2009

Advisor Oversights: What Impression Does Your Washroom Create?

How we do anything is how we do everything.
--- T Harv Eker

Want to shake hands with an icicle? In the winter, my hands get cold even with gloves. So when visiting an advisor, I first stop in their washroom to warm up my hands with hot water. That's when shock sets in. 

Some washrooms aren't presentable. This creates a very bad impression, especially for clients. 

Worst Practices
I've seen and smelled the following (in no particular order):
  • toilet bowl plungers and cleaners
  • lousy paper towel (as absorbent as cheap writing paper)
  • no paper towel (or electric hand dryer), which is a real treat
  • no soap (how sanitary)
  • ancient faucets
  • leaking faucets
  • damaged sinks
  • poor layouts
  • poor lighting
  • corroded mirrors
  • cracks in the walls
  • locked doors (generally for security reasons)
  • odours
And clients are expected to invest thousands or hundreds of thousands of dollars?

We judge what we see. Since you're selling the intangible --- financial products --- impressions carry weight.

Best of Class
Where attention goes, energy flows and results show.
--- T Harv Eker
Big firms in prestigious buildings generally have great washrooms. Not everyone can install granite and hands-free faucets. Nor is that required. 

We take our surroundings for granted. Inattention spreads. Stained carpets. Scratched reception desk. Poor air circulation. Lost clients. 

Maybe business would be better if washrooms were better.


No comments:

Post a Comment