Bauer Business Focus

Security Checks and Customer Service

Consistency and communication are the key.


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Security checks, such as bag screening in airports, are used by businesses to prevent fraud or potential crime. However, Associate Professor of Marketing Johannes Habel with the Bauer College of Business at the University of Houston says the practice can make many customers feel singled out.

“Security checks are designed to prevent a few people from misbehaving, but without proper planning, businesses risk decreasing customer satisfaction for the rest of us.”

“To manage this issue, consistency and communication are key. Research finds that companies should apply these checks consistently and communicate them in an appreciative way that doesn't embarrass customers.”

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