Belief in the value of anything is subjective

"Quality in impression" is more important than "quality in actuality" when it comes to attracting and retaining consumers and clients. There are several details that might make us assume that we are getting more than we paid for when it comes to quality in perception, including courtesies, particular considerations, and a caring and individualized attitude.

If not more so than the actual quality of our goods, services, and project solutions, these things speak volumes to our consumers and clients alike. Perceived quality may make up for any actual quality shortcomings that can annoy or bother customers. In this article, examples are used to demonstrate how to identify and correct perceived quality issues.

"Driving Your Customers Away" is one example of this.

Consider a car repair shop that, despite multiple attempts, is unable to effectively identify and remedy a problem with a vehicle. The client, a single mother, has to take time off work because of the inconvenience of having to ferry the vehicle back and forth between the shop and her home. There is no loaner car available, and there is no pick-up or drop-off service offered by the auto repair company. The owner of the vehicle is unable to pay for a rental car and does not have enough insurance to cover this expense.

A scolding and time off from work have been added to the customer's frustrations as a result of her inability to have her automobile repaired. A further complication arises when her kid gets hurt on the playground and has to be brought to a hospital, and the school calls her in an emergency. As the ripple effects spread outward, this example illustrates how a single set of low-quality-in-fact situations may compound over time. Even though the repair business was unable to restore the automobile, it could have been able to salvage the client relationship if it had raised its perceived quality, such as by providing condolences and a loaner vehicle.

Example 2: Cost isn't always the deciding factor.

I used to work as a volunteer mediator for the Small Claims Court. At some point, I became captivated by the number of incidents in which someone was accused of having committed some kind of misconduct or incompetence. Termite services, auto body painters, and even former closest friends and health care professionals were targets of lawsuits filed by individuals with a range of concerns. Because the compensation sought in these lawsuits was often rather modest, money was never an issue.

In the mediation meetings, it became clear that each plaintiff thought that the vendor, service provider, health care provider, or ex-friend had ignored their concerns. Complaints concerning service, product, or communication flaws were routinely disregarded by plaintiffs as unfounded. Many of these lawsuits might have been avoided if the defendants had previously apologized and made a serious attempt to communicate while taking quick corrective measures, even if their quality in actuality still left much to be desired.

Explanation 3: Honesty Matters

This was a significant project that the customers thought would be simple for the consultants to handle. There had never been a project quite like this before, but everyone in the group was certain that it would be feasible to do it in a timely manner. In the end, it seemed to be straightforward. Is there any limit to the complexity of a website?

They didn't expect it to be as complicated as the client's simple homepage. The consulting firm was unable to finish the assignment since it was practically impossible. They eventually got the system up and running after a long period of delays and several mistakes. Despite meeting the project's criteria, however, the customers were very dissatisfied (quality in fact).

It was someone else's fault, wasn't it? There was a misunderstanding on the part of the customers as to what they wanted. It was just a matter of time until their naive perspective on work led to a short timeline. Instead of admitting its own limits, the consulting organization hid them. It took the partners a while to track down personnel who could complete the task. They didn't talk about their personal troubles or how serious they were becoming. Confidence in the group's ability to communicate was shattered by their inability to do so on a consistent basis.

Perceived quality may have a significant impact on the experiences your consumers have with your goods, services, and project solutions. Consider the following questions to ensure that you're not missing out on possibilities to improve perception:

1) Distinctive courtesies that distinguish your products from those of your competitors

2) Your patience and tact in listening to and dealing with problems.

3) Your willingness to be open and honest with your customers about any problems or flaws in your service.

Remember that perception is not a replacement for actual quality. Because of its ability to minimize the discontent of customers and clients, it may also reinforce excellent quality when you finally deliver.