As hospitality enterprises, welcoming guests, clients and customers should come easily. Recently, I was trying to find the phone number of the headquarters for a national company and discovered few contact choices. This is not the first time. It is surprising to me when perusing a hospitality or services management company website to discover that the most difficult information to find is the corporate offices telephone number.
What do you think it communicates to potential clients, customers or guests when the “contact us” option is a web form?
It speaks volumes, and I am not sure I can find the positive message. It speaks to me as if the company says, “we do not want callers.” If you have a different “read” on this strategic communication choice, please share.