Came across this little card in a large retail outlet recently, I don't know if it was the language or the context but I kept this unintentional little artifact.
I can only guess it's a secret instruction from Quality Assurance to Shelf Managers about some error or omission. It was, however quite puzzling abrupt switched from my browse and shop mode.
Point is, I don't think I (as a customer) was really meant to see it. In fact given my confusion with the tone of voice (mixing formal 'Wrong capacity' and polite / humorous first person 'Please correct me'), I think the communicator was also confused.
So what happens when we get an accidental peek behind the curtain of a service and become privy to it's inner workings? The mis-placed sideways glance shared by hotel check-in staff... the 'staff only' door left ajar.
Surely the service provider could turn this to mutual advantage - an opportunity to demonstrate trust, authenticity, attention to detail perhaps? I'm reminded of auto service centres where the customer is invited to stay and enjoy the spectacle, to share in 'popping the hood'. What examples can you think of?
In services, the curtain is always drawn sightly open.
Just goes to show that equal attention needs to be paid to both backstage and front of house experiences.
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