I am sure that you have heard this expression – what is good enough? It is one of those questions that can create both tension and excitement within the same level of execution. So why do we have the dynamics regarding this question?
Well, the answer lies in the emotional level of the answer. Often emotions and in some cases – no emotion – is added either directly or indirectly to the results. Okay, I know I’m beginning to sound like a economist or worst a political person. So, let me explain my answer.
First, on a direct and unemotional example the following can happen. A job or customer action is performed without any emotion and then “technically” the job is completed as originally quoted. There are results, yet, the degree of positive response from the customer is based upon their perception of the quality of the work. Here’s the rub.
When work is only performed to the minimum standard, as a customer there are doubts as to the overall quality and since I’m not excited about the results – I may leave and do business with someone else. You see – doubt and a lack of emotional satisfaction – has opened the door to other options in the future.
Second, this one is easy. Lack of results and poor emotional or quality productivity leads to finding another source almost immediately. Here is where a possible debate over payment comes into play, since the customer feels that something is missing there is a desire to withhold payment. And, if the provider got the money up front – well, now the customer feels cheated – no repeat business here!
Third, the provider misses a few of the agreed upon items, yet, happily does several other things that were not part of the agreement. The customer feels good because several other things were done and collectively adds value to the deal. Happy customer, yet, not locked in for life because a few things were missing in the results. Still, due to the deliver of the little extras the customer feels good about the experience and will do more business with the provider. It is now time for the provider to step up and deliver in full the next time and lock the customer up as a loyal fan.
Finally, the provider hits the mark on all the deliverables AND goes the extra mile with several additional things – mostly small details and happiness factors that lead to total emotional satisfaction for the customer. The customer feels like a winner due to both the effort and results by the provider. This customer is so excited to get this level of results that they cannot hold back their excitement. Yes, they begin to tell others about this great provider and the service they received.
The provider knows that they did something really well, because their new business leads increase due to the happy and satisfied customer. This is the bonus. The little extra created more opportunities for the provider to grow their business.
So use this format to identify areas that you are using service to grow your business by identifying what is good enough and increasing your effort and results. The solution is simple, the discipline to do it is hard.