Congruence

Have you ever walked in to a hotel room to find all the lights switched on, with the legend “Welcome to our hotel Mr Smith” writ large all over the gently humming TV.

The intention is to give you a warm welcome, never mind all the wasted power.

Yet the same hotel will ask you to leave your towels on the side of the bath so saving energy and unnecessary chemicals.  It is good for the environment.

How is that for mixed messages?

If the hotel chain focused on thing, creating a warm welcome, or another, reducing its environmental foot print, how successful could it be?

Imagine what your business could do if it was congruent in its approach, rather than trying to respond to mixed management messages.

What would your customers think?

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