{
  "title": "Customer reception: can highlighting non-compliance make it seem normal?",
  "url": "https://www.shr.swiss/blog/accueil-client-signaler-les-ecarts-peut-il-les-banaliser-en",
  "language": "en",
  "datePublished": "2025-05-07",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Pointing out that many visitors fail to follow an instruction may seem to justify a warning. It can also portray non-compliance as ordinary behaviour.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Lausanne",
    "region": "Vaud",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Robert B."
    },
    {
      "heading": "When comparison has the opposite effect",
      "point": "P."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that the solution is simply to announce that most visitors follow the instructions."
    },
    {
      "heading": "What these findings do not demonstrate",
      "point": "These studies concern littering in public places and household consumption, not the reception of customers or partners in Lausanne."
    },
    {
      "heading": "A practical check in Lausanne",
      "point": "As part of SHR’s “Accueil client” programme, a Lausanne team could test an appointment confirmation, whether it receives medtech partners, higher education visitors, international sports delegations or customers of scale-ups across the Lake Geneva region."
    }
  ],
  "sources": [
    {
      "authors": "Kallgren",
      "year": "1990",
      "source": "Journal of Personality and Social Psychology"
    },
    {
      "authors": "Griskevicius",
      "year": "2007",
      "source": "Psychological Science"
    }
  ],
  "wordCount": 463,
  "image": "https://www.shr.swiss/img/blog-Training-Client-Reception-Lausanne-accueil-client-signaler-les-ecarts-peut-il-les-banaliser-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-signaler-les-ecarts-peut-il-les-banaliser",
    "en": "https://www.shr.swiss/blog/accueil-client-signaler-les-ecarts-peut-il-les-banaliser-en",
    "de": "https://www.shr.swiss/blog/accueil-client-signaler-les-ecarts-peut-il-les-banaliser-de",
    "it": "https://www.shr.swiss/blog/accueil-client-signaler-les-ecarts-peut-il-les-banaliser-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation-accueil-client-lausanne",
    "city": "https://www.shr.swiss/formations-ville/lausanne",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}