Power of Perceptions in Shaping Customer Satisfaction

Is the glass half empty or half filled? The definition lies in the customer's viewpoint.

Is not it interesting how our perceptions and our actions set the conviction? Much research on the brain that supports the idea that what we mean defining our reality. This article examines the role of perception in the minds of customers.

Assessing the Quality of People with Multiple mode

Regardless of how good you are confident with the bid or project solutions, clients and customers will respond to "quality in perception" even more than "quality in fact."

Quality in fact refers to the features that we believe will we pay for, such as how much weight something, speed, or various other characteristics.

Quality in the perception of offensive things that require particular consideration, courteous behavior, and personal attention, and many other subtleties that make us believe that we receive more than what we pay. Effective quality in perception can help cover any shortage in the gap in quality that could disrupt or make customers uncomfortable.

Often, the value of the Received Not About Price

Several years ago, I was a volunteer mediator in Small Claims Court system. As long as I was involved in the system, I made amazed by the number of cases involving mistakes or incompetent who can not be proved. People often require cleaning services business such as insects and paint cars, and even former good friends and health care providers receive many complaints! Demands are often looking for a small amount of compensation, which means the financial aspect is not the primary concern.

That often arise in a mediation session is the plaintiff felt that if vendors, service providers, health providers, or former friends do not listen to what the concern. Many plaintiffs believe that if their concerns are related to deficiencies in services, products, or communication ignored.

However, if the defendants in this case a sincere apology earlier - and trying to communicate and take action to make improvements - I'm sure the quality resulting from the perception will prevent the occurrence of many lawsuits, although in reality the quality is still to be something expected.

New Evidence Will Power of Petition Sorry

Recently the New York Times reported that a sincere apology from the doctors, surgeons, and hospitals are already making serious medical errors have a major impact in reducing the likelihood of patients demanding the occurrence of malpractice. In addition, patients who are willing to settle out of court settlement usually receive a lower payment than when doctors become defensive and deny what happened.

"Denying and preserving" is the advice given by lawyers and malpractice insurance to physicians in the United States, according to the Times. Studies show that at least 30 percent of medical errors are not disclosed to patients. However, because of malpractice claims has made medical costs skyrocket, a drastic change in approach to handling the situation with this high pressure is needed.

According to the article, two years ago, the University of Illinois Medical Center perform a program that publicly acknowledge and apologize for medical mistakes are made. Since then, the frequency of malpractice cases against these centers decreases to half. And of the 37 cases where the hospital acknowledged a preventable error and apologized, only 1 patient who filed the lawsuit.

In situations where patients are described in the article, "the doctor is really open, honest, and it is thus eliminate anger" Apologies are also help settle down the problem significantly.

Perception Without Creating Claims

To help ensure continued customer perception, we need to create a consistently enjoyable experience in every interaction with individuals, ranging from visiting a Web site or place of a visit, asking for information, buy products, receive deliveries, interact with the actual product or service, ask for help , etc..

Consider these important points: The person receives a series of interactions with the organization and offer you as a unity of experience - as if everyone and everything represents a thread in a piece of cloth.

Customers do not care about anything behind your business, whether your business is spread all over the world, or just individual departments which consist of a contractor or employee. Whenever customers require technical support, for example, they expect them to know all aspects that are advertised on the Web site of the product.

So, if there is any type of communication breakdown, you can explain yourself, but there was no logical explanation in the minds of customers.

Prescriptions for Improving Quality in Perception

These important findings demonstrate the power of apology and direct communication in influencing the perception of clients, customers, or patients. To ensure you do not ignore how to create the perception of quality, consider:

1. Special treatment that can differentiate your offer with a competitor.
2. Your ability to listen and handle the problem quickly and diplomatically.
3. Your willingness to be honest with clients about problems and shortcomings.
4. Communication is clear, direct, and polite which states the consistency of details.

Remember, the quality of perception is not a substitute for the real quality. But it can minimize customer dissatisfaction and client, and encourage giving good quality when you actually do it.

How to Persuade the Most Easy Customers

Honesty is the best customer care policy. Discover how customers can trust you.

If you do not offer a specific service, whether you say the opposite? Would you say you open at certain moments, but it is not? Or you receive a payment when it is not certain?

I have worked in such companies. Every day, the owner of this business is never dishonest. Why? In order for people to stop in place.

But in essence all they seek is a waste of time and disappoint others. The boss never faced an upset customer. Employees are allowed to overcome the chaos.

Often the employees lie to the boss, and they also lie to the customer. Chaotic, is not it? Not a healthy environment. And this is one of the reasons I no longer work with them.

It's also one of the biggest mistakes made in business. If customers do not trust you, how they feel comfortable and refer you to his friends? How can employees feel confident to promote you?

What should you do?

Why not try being honest? If you're honest, you build trust. Not destroying it. Although by doing so you lose customers because you can not serve them well. They will appreciate you help them find someone who can help them. And they will remember it when their friends need your help.

And in the current economic conditions, trust is very precious. Because it makes people feel comfortable with what you do.

What happens if people feel comfortable with your business?

Of course they will promote you. And people are more credible than anything you can say about yourself. This is why testimonials are very important on your website.

Testimonials provide the opportunity for others to see your work with anyone. Potential clients are always trying to put into place. They asked himself, "Does this guy like me? Do they have the same problem as me?"

The best way is to use the full name, identity and image whenever possible. Image is very important. Once again, potential customers want to see if they fit with your business.

Now you think, whether people actually read testimony?

The answer is "yes ..." If they have some substance to it. Have you read user reviews at Amazon? However, when all is outdated, people will develop what I call the "Blindness Testimonials". Like a lot of ad blindness we see today.

How to avoid "Blindness Testimony?"

One way is to make a testimonial you overcome obstacles that have potential customers. There are several kinds of doubts on the part of your customers before they decide to work with you. Ask what it is.

Like most other people would face the same obstacles. If a customer is satisfied to calm her mind, you have ease potential customers to do business with you.

But remember, all this begins with honesty.

And of course the service is excellent. But if customers do not trust you, they will not promote you. Then it will be more difficult to do business again. And attract other customers that you like to work together.

Do you have a testimonial on your website?

Began to collect now. And use strategically to support you. You will also learn many things about your business and how customers receive you.

Abraaj Capital Gain First rankings

SINGAPORE - Abraaj Capital, the leading private equity has focused on the Southeast Asia market, has been named as the top private equity group in the emerging markets of the world.

This achievement puts Abraaj Capital is ranked number one in the ranks of Private Equity Asia that carries the top 30 companies with operations in Asia. Moreover, Abraaj Capital also ranked 48th of all private equity firms in the world, according to Private Equity International (PEI), leading magazine for private equity industry, based in London.

"The key to our success for the investors based on in-depth knowledge of major markets will trend growth in a dynamic Asia. For that, in each portfolio, we will always carry a thorough understanding of each character - each market, a holistic approach to each stakeholder and to provide more strategic value. This achievement is evidence of the success of the performance of this approach as long as we believe can strengthen the foundation of our growth and evolution to the next stage, "said Omar Lodhi, Senior Partner and Chief Executive Officer of Abraaj Asia Pte Ltd in a press release on Saturday (7 / 5 / 2011).

Abraaj Capital, which has recorded a total of $ 6, 2 billion within five years, is the only group of private equity in the global rankings and top 50 are from outside North America and Europe. During this period, Abraaj Capital funds raised a total of $ 1 billion, larger than its nearest competitor in the emerging markets of Asia.

"Named as number one group of private equity in emerging markets the world have confirmed the long-term focus of the company to continue to identify companies that match our strict investment criteria as well as opening opportunities for their growth potential, which in turn will provide significant added value for investors us. These ratings also prove that the potential in emerging markets today, including the Middle East, North Africa, and several regions in South Asia, where we will continue the commitment to become number one. "Said Mounir Husseini, Senior Partner and Head of Coverage Abraaj Capital.

As information, Abraaj Capital is the largest private equity group in the Middle East, North Africa, and South Asia (MENASA). After standing in 2002, Abraaj Capital has reached nearly $ 7 billion and distributed nearly $ 3 billion to investors. Headquartered in Dubai, Abraaj Group operates 10 branch offices in regional areas, including Istanbul, Cairo, and Riyadh. Funds managed by Abraaj Group Group or its predecessor agencies have made 36 investments in 11 countries and have over 20 exits.

More than 75 world class professionals working in the field of investment for Abraaj Capital, and manages seven funds: four of purchase funds, Riyada Enterprise Development Fund (a special fund for small and medium enterprises), Principles (increased income, sales and leaseback funds), and real estate funds. Funds managed by Abraaj Group has had a holding in about two dozen regional companies, including Air Arabia, the leading low-cost airline, Acibadem Healthcare Group, the largest private hospital operator owned by Turkey, and Al Borg Laboratory, the largest private medical testing laboratory in the Middle East .

Abraaj Capital has won many awards both regionally and internationally, including named for five consecutive years as the 'Middle Easter Private Equity Firm of the Year "by Private Equity International in London. Abraaj Capital Ltd., A member of the Abraaj Group, has been licensed by Dubai Financial Services Authority. Abraaj Group is also the associate member of the European Venture Capital Association.

Warren Buffett company profit sinks

NEW YORK - Warren Buffett's company-owned conglomerate, Berkshire Hathaway Inc. reported first-quarter decline in profit this year because the number of reinsurance claims caused by the earthquake and tsunami Japan.

As quoted by Reuters, in the first quarter of 2011, Berkshire's net profit amounted to USD1, 51 billion or USD917 per share. While in the first quarter of 2010, net profit recorded a profit of insurance companies is USD2.722 per share.

But, in the quarterly report, the company at all regarding the resignation of Executive David Sokol Bekshire who had created a scandal in Berkshire and encourage the SEC investigation.

The company was issued a provisional registration for USD1, 7 billion in the first quarter to pay for losses due to earthquakes in Japan, also to cover losses in New Zealand earthquake and floods in Australia.

Buffett, who is the third richest person in the world also seems to have suspected his company's financial performance will decline.

In addition, Berkshire also recorded a loss USD506 million in the first quarter to decline in value of corporate investments in shares. The biggest contribution of this impairment is the decline in value of Berkshire shares in Wells Fargo, as well as Kraft Foods stock price declines.