This morning I was driving my daughter to school. Out of nowhere she says, "Why is that man not smiling?" I look around car to car to car without seeing any man scowling. As such I said to my four year-old, "what man?" And she pointed right in front of my car and said, "the man on the car."
It then hit me. I am bombarded with images every day. The bad ones pass me by. This is a great example of a bad advertisement. I grabbed my handy smart phone and took the picture below.
Changing the name of the agent, website, and telephone number, can you see the man's face? I wouldn't say he is grumpy or scowling. I also wouldn't say he is happy either. To me, in the world of customer service, a smile means everything, whether in person or on the phone.
Ensure you provide appropriate guidance, advice, and coaching to your sales/service/outreach teams to ensure your target audiences don't say the equivalent of "Daddy. Why is that man not smiling?"