Mark Kerrigan February 20, 2008 at 10:13 am

I fully agree with Christian. Through disappointments, we tend to, as a people, have lower expectations. It is a thrill, and we are satisfied when we receive “better-than-average” customer/client services. When we exceed expectations we have happy clients. When we exceed expectations AND build relationships with them, we have happy clients who will stay with us and OUR Brand/company through thick and thin.
How ’bout it?

Christian February 19, 2008 at 1:47 pm

Forgot which psyche class I learned this in, but worth tossing into the conversation here as a good excercise in managing expectations. Satisfaction is a measure of the space between expectation and outcome. If people’s expectations are high and the outcome falls below their expectations, a person is dissatisfied. If a person’s expectation is lower than the actual outcome, the person is satisfied. If you want people to be more satisfied, make sure the outcome surpasses expectations or try to lower expectations below what you know the outcome will be.

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