Synergy Information
Monday, 05 January 2015 21:10

Are you hiding your address

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Why Are You Afraid Of Me?

Cat hidingCat hidingI’m seeing more and more of this - especially on tech sites. On the contact us page all they offer you is a form so that they can qualify you. What I don’t see is anything about where they are located, what they’re phone number is etc. For me, I want to know where you’re from. No particular reason - I just like to know. Sometimes you’re near other companies I know.

It concerns me that you don’t want to divulge that information. God forbid I actually call before you vet me. Already I can see that dealing with these hidden companies shows that they are all about their convenience not yours.

It is a pet peeve of mine, but I think it speaks to authenticity in a brand. I would bet that one of their brand values is service. They understand the word, not the effort that goes in to making service part of their corporate culture. If I was to somehow find their phone number what do you think the chances are you’d find a live body answering it?

Great service is not convenient it’s expected. Every little thing you do to diminish service is one step walking away from you. There are manufacturing companies in my region who have replaced live contact at the front door with a telephone and a directory. How’s a new customer to feel when they are forced to sit in a cold little seat searching a tacky directory to hale their contact to recover them from the vestibule?

Both of these examples are from the front end of the business. Both initial contact points. Sometimes saving a few dollars or being closed to connecting personally are small ideas that can cost you a huge amount of money in the long run.

Or it could just be me. I’m guessing a lot of professionals resent these tactics. Are you willing to bet your brand on it?

 

Read 18683 times Last modified on Monday, 05 January 2015 21:19
Ed Roach

For more than 25 years, Ed Roach has worked with hundreds of successful small businesses by helping them develop unique brand positioning strategies that differentiates them from their competition. Ed appreciates working with companies who see the value of going beyond mere slogans and have a desire to sell from compelling positions. Ed consults predominantly with businesses facilitating his proprietary process, "Brand Navigator." This branding process effectively focuses a company's brand delivering a positioning strategy that can be taken to their marketplace. He also provides one-on-one online and telephone consulting.

His clients are from Canada, The United States, Ukraine, India, United Arab Emirates and Tanzania.

Website: www.thebrandingexperts.ca/menu.html
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