Did you know there is a mathematical formula for satisfaction? Maybe if Mick Jagger had learned it he wouldn't have had so much trouble finding satisfaction in the first place. His real problem is that he couldn't express what he wanted! Want to learn the formula? Read on.
Edit Steps
The formula itself is very simple. Anyone can understand it, from the CEO to the cleaning crew.
Define expectations. The first part for the formula is the "E" on the left hand side, and it stands for what the person who wants to experience satisfaction with something expects to receive. For example, what are your expectations of service at a bank?- Anywhere except New York, free parking.
- The doors open when the sign says the bank is open.
- Someone to greet you and direct you to where you need to go.
- You do not want to see 50 people in line and only one teller, because they forgot to stagger their lunches.
- The teller should not be in a surly mood. Problems? Leave them at home.
- Complete your transaction in a reasonable amount of time.
- Find your car in the parking lot.
- Return home or to the office, happy that you have completed the transaction.
Create perspectives. The "P" in the formula represents what is created in your mind based on what you received, and represents your perception of that. What you receive must be aligned with your expectations in order to achieve satisfaction. In our example, the perspective is created by the actions of the bank staff.- Compare perspectives against your expectations and determine if you are satisfied.
- Perspective falls short of expectations? Satisfaction will decrease.
- Perspective is that you received what you expected? You have achieved satisfaction.
- Got more than what you expected? Your expectations were exceeded, but remember that doing so costs money and there should be a good reason to do so, otherwise the new expectation is to get more, but not have to pay for it!
Edit Tips
- Satisfaction cannot be achieved without expectations. If you don't know what is expected, it is very difficult to satisfy anyone. That was (and maybe still is?) Mick Jagger's problem.