smokerings of my mind..

Perception matters

I see that in professional life and in personal/social life as well.. perception matters. I wouldn’t want to always care about it, however there are times when it matters how others perceive you or what you do, and this is particularly important in a business scenario as the success of a service/product (and in turn, the business) depends greatly on what its customers perceive it to be. It does not really matter if you have the best product in town (according to you, again), and your customers don’t think of it that ways – eventually, they (customers) dictate if your product succeeds or not.

Many times the customers do not agree with our views on what the product/service does, and internally (within the company) everyone feels that customer is not getting it… and the argument/discussion goes on endlessly. People always perceive the way they want to based on their thoughts, experiences, beliefs, predispositions, personal agenda. Here, it is the customer, and customer’s perception matters for business success! So what can we do here? Temporary – do not disagree (so you need not agree as well) with what the customer says – there is a reason for them to say/believe what they say/believe unless they are highly irrational/unreasonable, and one needs to try to find that reason. And then dig into why this perception got created – something we did, or maybe the customer was biased for reasons beyond our control, or something else. In case of the second option, there’s really not much we can do. However, if we see many customers with similar sounding concerns then that means there’s a problem at our end and we are perhaps not relaying our message clearly, or doing something else wrong – and so then that’s what needs to be fixed.

At the end of the day, it really does not matter what we think of our product/service, what matters is what the users (for whom it is made) think of it. In business, they are the ones who are going to use it and (more importantly) pay for it.


July 30, 2008 - Posted by | Uncategorized | , , , , ,

No comments yet.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

%d bloggers like this: