My colleague Sarah and I had the most fabulous time going over to Tampa for the AICI conference. We travelled with United Airlines and I can honestly say that, from the moment we entered Terminal 3 to the minute we arrived in Tampa, the service was exceptional. What do I mean by that – well each person we met, whether at the ticketing desks or as part of the cabin crew, were friendly, helpful, smiling and a good laugh. They all looked like they loved their work and I will be writing to United to sing their praises. What a difference on the way home though. Grumpy, no eye contact, all too much trouble! If a company has a brand, the message it portrays needs to be consistent. It’s exactly the same for each one of us. As an individual, it’s no good looking impeccable one day and a bit rough the next. It’s Ok to be comfortable in your own home of course but in the workplace others need to understand what you represent and your clothing and grooming give key messages to help you to do that. Now we’re a little older, it may be that we need to find an image that really works for us rather than the suited and booted look we’ve perhaps been used to. It can be a difficult transition and I work with many ex Executives who can’t do ‘casual’ well. Whatever you choose, consistency is critical to success and it’s a pity United haven’t yet learned that. A lesson for them to take on board perhaps?