{"id":11659,"date":"2013-03-18T11:52:28","date_gmt":"2013-03-18T18:52:28","guid":{"rendered":"https:\/\/svapm.org\/?p=11659"},"modified":"2013-03-18T12:15:48","modified_gmt":"2013-03-18T19:15:48","slug":"delighting-your-customers-watch-your-5-ds","status":"publish","type":"post","link":"https:\/\/svapm.org\/?p=11659","title":{"rendered":"Delighting Your Customers – Taking Care Of Our 5 Ds a Day!"},"content":{"rendered":"

Delighting Your Customers<\/a>!<\/p>\n

By <\/i>Dr. Shree Nanguneri<\/a>
\n<\/i><\/p>\n

Ever thought about a time when a salesman, provider or a vendor asked you if you were delighted with their product and\/or services?\u00a0 Probably, much less often than you wished.\u00a0 By the same token, do you recall your customer or manager complaining about a Defective product or a Delayed service or even a Deviation (3 Ds<\/strong><\/a>) for which you were responsible? Probably, more often than you would have desired!<\/p>\n

Most of us promptly recall these events on a day-to-day basis depending on number of customer interactions in our projects.<\/p>\n

Why is it that in general people complain more often than compliment?\u00a0 There is an old saying \u201cthe 7:1<\/strong> rule.\u201d As consumers or customers, we psychologically tend to complain on the 3 Ds<\/strong> seven times more likely than compliment these providers on something they did well. In the world of Internet these days, this ratio only goes exponentially viral, into the millions. That one mis-tweet or misdeed could cause significant damage.<\/p>\n

During the last few years, as I traveled domestic as well as overseas, there were several scenarios where these 3 Ds<\/strong> occurred with the airline providers. At one point, I realized that complimenting was the best way to get the same message across while seeking resolution. In this process, what came through loud and clear was a lack of understanding of passenger customer expectations, let alone seeking their delight.<\/p>\n

As project managers we constantly wish to delight the customer and most often end up satisfying them or on some occasions, even fall below their expectations.\u00a0 The understanding of expectations actually falls into at least 3 categories or classifications, as I see it.<\/p>\n