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“Service is in the Eye of the Beholder”

Perception is a critically important business concept, especially when discussing customer service. You might even say, "Service is in the eye (and mind) of the beholder," (the customer).

What the customer perceives is often more important than the reality of the situation.

Customer perceptions are created during an experience with your organization and after it, as well. There are three concepts that always hold true.

* Perception is based on how the experience measured up to expectations.
* Customers are happy if their experience is good.
* Customers are unhappy if their experience is less than their expectations.

There are no rights or wrongs to your customers' expectations. They just are, and there is little you can do to influence whether or not their expectations are realistic or unrealistic.

Perceptions develop from a person's background and previous experience. What one person sees as attentive service, another may see as inattentive.

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