(continued from last week…)

Good or Bad is a Perspective

Then the big question really is – what causes people around us to perceive what we do as good or bad? It is a subjective evaluation.

The other person thought that what you did was good or bad is because of this subjective filtering of your actions–from their point of view. The quality of is something they received “good or bad” is because of the difference between what they get and what they expected to get.

Let me say it again – the perceived difference in how good or bad of service or quality someone receives is the difference between what they get from you and what they expect from you.

Let’s say someone calls and leaves you a message, expecting you to return the call the next day. If you call them back in 10 minutes you have way exceeded their expectations and they will be thrilled with the service. On the other hand if you don’t return the call for 30 days, they will rate you very poorly.

Everybody comes with a certain expectation about how they’re going to be treated, the quality of the goods, the way the interactions will be with you and with the business. When you don’t live up to or meet those expectations (even if you don’t know what those are!) that person feels like you dropped the ball.

In the back of their mind there’s a scale that says here’s what I thought I was going to get, and here’s what I did receive. And the service could be higher or it could be lower. The more it is on the plus side, the happier the person will be. The lower it is than that base line, the more displeasure.

Why is this so important? It’s crucial because relationship perceived quality is the single most important factor in determining long term connection, profitability, and them coming back to work with you again and again.

The conclusion from the Strategic Planning Institute of Cambridge about building long term relationships was that after testing thousands of variables in numerous businesses, they said that the important thing is the perception in the person’s mind about us and about our organization.

(to be continued…)

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