I called a customer service line today and was greeted with an automated message that said,
“Thanks for calling_____, where delighting the customer at every interaction is our goal, because that’s what we do at ______!”
30 seconds later, a robot voice told me, “Extension 202 is not available. Leave a message.”
Is there any universe where that interaction delights somebody?
What’s the point of making that statement if you’re not going to make every effort to actually do it? You’re setting yourself up to disappoint, and you’re setting your customer up to be disappointed.
Private counselors, schools, and colleges, what would happen if you were audited to substantiate the statements you make on your website, promotional materials, or outbound recordings?
It’s tempting for businesses and other organizations to write or say what will sound impressive, compelling, or interesting. But those statements fall apart when the actions that follow don’t support them.
Better to have those statements tell the truth. Or remove them entirely and say nothing at all.