Comments on: It’s Just Not Fair! http://blog.designfacilitator.com/2009/06/30/its-just-not-fair/ The DesignFacilitator Blog is a client feedback weblog created and updated by the DesignFacilitator staff. Thu, 19 Jan 2012 11:52:27 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: mphillips http://blog.designfacilitator.com/2009/06/30/its-just-not-fair/comment-page-1/#comment-358 mphillips Wed, 29 Jul 2009 08:51:11 +0000 http://blog.designfacilitator.com/?p=542#comment-358 Very interesting how powerful the instinct for fairness is. This is one of the reasons that our Client Feedback Tool was set up to measure how the client felt about the service relative to his expectations. He was expecting to get his "money's worth". If the feedback falls below "Met Expectations" on our Tool, you know you have a problem to fix (and you know more specifically what that problem is), whereas if the feedback is ranked above "Met Expectations" they felt that they received more than their money's worth. Clients who feel that they are receiving a good deal tend to be loyal. And they tell other potential clients about you. Very interesting how powerful the instinct for fairness is. This is one of the reasons that our Client Feedback Tool was set up to measure how the client felt about the service relative to his expectations. He was expecting to get his “money's worth”. If the feedback falls below “Met Expectations” on our Tool, you know you have a problem to fix (and you know more specifically what that problem is), whereas if the feedback is ranked above “Met Expectations” they felt that they received more than their money's worth. Clients who feel that they are receiving a good deal tend to be loyal. And they tell other potential clients about you.

]]> By: mphillips http://blog.designfacilitator.com/2009/06/30/its-just-not-fair/comment-page-1/#comment-85 mphillips Wed, 29 Jul 2009 01:51:11 +0000 http://blog.designfacilitator.com/?p=542#comment-85 Very interesting how powerful the instinct for fairness is. This is one of the reasons that our Client Feedback Tool was set up to measure how the client felt about the service relative to his expectations. He was expecting to get his "money's worth". If the feedback falls below "Met Expectations" on our Tool, you know you have a problem to fix (and you know more specifically what that problem is), whereas if the feedback is ranked above "Met Expectations" they felt that they received more than their money's worth. Clients who feel that they are receiving a good deal tend to be loyal. And they tell other potential clients about you. Very interesting how powerful the instinct for fairness is. This is one of the reasons that our Client Feedback Tool was set up to measure how the client felt about the service relative to his expectations. He was expecting to get his “money's worth”. If the feedback falls below “Met Expectations” on our Tool, you know you have a problem to fix (and you know more specifically what that problem is), whereas if the feedback is ranked above “Met Expectations” they felt that they received more than their money's worth. Clients who feel that they are receiving a good deal tend to be loyal. And they tell other potential clients about you.

]]> By: Aaron Chiles http://blog.designfacilitator.com/2009/06/30/its-just-not-fair/comment-page-1/#comment-82 Aaron Chiles Wed, 08 Jul 2009 16:36:00 +0000 http://blog.designfacilitator.com/?p=542#comment-82 Predictably Irrational by Dan Ariely talks about strange social behaviors like "The Ultimate Game". It's also a very good read.<br> <br><a href="http://www.amazon.com/Predictably-Irrational-Revised-Expanded-Decisions/dp/0061854549" rel="nofollow">http://www.amazon.com/Predictably-Irrational-Re...</a> Predictably Irrational by Dan Ariely talks about strange social behaviors like “The Ultimate Game”. It's also a very good read.

http://www.amazon.com/Predictably-Irrational-Re...

]]> By: Mike Phillips http://blog.designfacilitator.com/2009/06/30/its-just-not-fair/comment-page-1/#comment-74 Mike Phillips Tue, 30 Jun 2009 21:28:23 +0000 http://blog.designfacilitator.com/?p=542#comment-74 Point well made. In addition, the client has hired (paid) the service provider for their "help". If ever the client feels, thinks or believes that they are not receiving the "help" they paid for, then the provider is in trouble. The client typically thinks that it is the provider's responsibility to ask for client feedback. Since most providers do not ask for feedback, most client problems go unnoticed by the provider. This further inflames the client because, on top of not providing the help they paid you for, you don't seem to care about them. The few providers that ask for feedback have an extraordinary advantage on the rest of us. They not only find out about problems before they fester into calamities, but the act of asking for feedback, itself diffuses a client's negative perceptions. The provider is rewarded with more respect, enhanced professionalism and credited with a sense of caring. This makes asking for feedback (and following up) the most efficient and effective methods of building client loyalty. And to quote the Bard, "Loyalty of thy clients sucketh not." Point well made.
In addition, the client has hired (paid) the service provider for their “help”. If ever the client feels, thinks or believes that they are not receiving the “help” they paid for, then the provider is in trouble. The client typically thinks that it is the provider’s responsibility to ask for client feedback. Since most providers do not ask for feedback, most client problems go unnoticed by the provider. This further inflames the client because, on top of not providing the help they paid you for, you don’t seem to care about them.
The few providers that ask for feedback have an extraordinary advantage on the rest of us. They not only find out about problems before they fester into calamities, but the act of asking for feedback, itself diffuses a client’s negative perceptions. The provider is rewarded with more respect, enhanced professionalism and credited with a sense of caring. This makes asking for feedback (and following up) the most efficient and effective methods of building client loyalty.
And to quote the Bard, “Loyalty of thy clients sucketh not.”

]]> By: Ryan http://blog.designfacilitator.com/2009/06/30/its-just-not-fair/comment-page-1/#comment-73 Ryan Tue, 30 Jun 2009 21:06:33 +0000 http://blog.designfacilitator.com/?p=542#comment-73 For more interesting reads on The Ultimate Game, read these pages in whole: http://www.newyorker.com/archive/2003/10/06/031006ta_talk_surowiecki http://naturallogsquared.blogspot.com/2008/05/deal-or-no-dealthe-ultimate-game.html http://arstechnica.com/science/news/2009/06/irrational-markets-people-reject-free-money-out-of-anger.ars For more interesting reads on The Ultimate Game, read these pages in whole:

http://www.newyorker.com/archive/2003/10/06/031006ta_talk_surowiecki

http://naturallogsquared.blogspot.com/2008/05/deal-or-no-dealthe-ultimate-game.html

http://arstechnica.com/science/news/2009/06/irrational-markets-people-reject-free-money-out-of-anger.ars

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