Does your company have a marketing department? Have you ever said, “if I was the marketer, I would do it differently?” I have long said that marketing is not just up to the marketing department. If you have any person-to-person contact with customers via telephone, email, in-person conversation, etc., then guess what?…you are marketing. Sure there is a department making decisions on the message that the company wants people to hear, but when it comes down to it, consumers hear the message that is given by the people they come into contact with. The cashier that smiles and thanks you for shopping with them. The janitor that keeps the bathroom clean. The person that greats you and ask if there is something that they can help you with. Maybe you work in a professional office. The person that answers the telephone is marketing. Believe it or not, when you are smiling on the phone, the person on the other end can hear it. That is marketing.
How is your marketing department doing? Are they welcoming the customer? Are they portraying the image that you envisioned for your company?