I came across a very interesting concept today, reading over a book my coach shared with me earlier in the week. Talking about customer satisfaction, the author pointed out that we are much more likely to focus on the dissatisfied customer than we are on the satisfied ones. Say you get feedback that 94% of your customers are pretty happy with their experience with your company (or you, or me, for us one-person operations!) and 6% are not so happy.
Who do you focus on? Most of us naturally want to know why the 6% weren’t happy and we want to dig deeper and see what we can learn from them and how we can improve. But what could we learn from the 94%? There’s an interesting question….
The whole approach is about looking at what’s working and doing more of that instead of looking at what our problems are and where we can improve. It’s a simple concept –a subtle one but it got me thinking.
We’ve long been taught to learn from our mistakes. Certainly there’s value in that – but what about learning from our successes. What can we learn from what we do right? How to do more of it and achieve greater success.
It starts with the questions we ask – of ourselves and of the organizations we’re part of. Try it and you might find that as you start focusing on what’s good about any situation you start to see it, and the part you play in it a bit differently. Why do you suppose we’re more naturally programmed to find our own faults? Does that extend easily to how we see other people and what we expect from them?
Our perception creates our reality and I encourage you to really listen to the questions you ask. Or the judgments you make. If you’re looking at what doesn’t work, what you perceive as wrong, or incorrect, or disagreeable, ask yourself what’s right in the situation. Can you find anything? What benefit do you get from focusing on that, or thinking about that? Does it change the situation? Does it matter? It matters if it enables resolution or change. It matters if it just flat-out makes you feel better.
Sometimes the smallest shifts creates the biggest change.