It really bugs me when I see a poster that shows an organization's vision or mission statement, and nobody who works there seems to notice it or even is aware that it's right there! I walked into a retail store the other day, and right out in front of God and everyone, on the counter was the store's mission statement.  I asked the clerk who was ringing up my sale about the company's mission statement.  She looked at me like I had just asked her a question in an ancient lost language. My point is simple -- if you tout it in front of your customer, make sure your employees know it, understand it, and can articulate it.  Otherwise, your customers may call your bluff! Be sure to stop by our other web sites for additional information and ideas about building customer loyalty: The Service Quality Department ServiceQuality.US ServiceQuality.CA ServiceQuality.co.UK ServiceQuality.CN High Definition Mystery Shopping