Food Network star Guy Fieri first encountered success with his restaurant Johnny Garlic's, California-style burger joints, founded with his friend, Steve Gruber. However, in 2001, the Santa Barbara location burned down, which led to a reopening in 2004 under the name Russell Ramsay’s Chop House.
Fieri saw quickly that this new restaurant was not encountering the same success as his original. Fieri and Gruber tried throwing on familiar dishes from the old establishment, but it didn't work.
One day at a red light, a customer called out to Fieri, and said that he should reopen Johnny Garlic's. When Fieri claimed that he did, it was simply called the Chop House, the man said that he couldn't afford the new place and missed the old restaurant.
That was when the restaurateur realized where he and his partner had gone wrong. Their customers had grown to love the blue-collar feel of Johnny Garlic's and were rubbed the wrong way by the seemingly more expensive Chop House. Within one year, the old eatery had returned and business shot up by 25 percent, Fieri told Entrepreneur.
Another example of the importance of messaging for public-facing organizations is the U.S. Department of Agriculture (USDA) and their recent "Meatless Monday" fiasco. The governmental organization came under heavy fire after an internal memo, explaining how employees could do something positive for the environment by not eating meat, was released to the public.
Even though the USDA quickly distanced itself, many individuals and organizations said that it was not enough.
A business's image is crucial to its tenure, and how customers view the organization will add to or take away from that longevity. Working with a 24/7 answering service will allow a company to stay in contact with their consumers, through phone, email or text messaging. This will let any enterprise stay abreast of its outward image and how to keep it positive.