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Beholder's Eye

I spoke to a contact with one of my largest clients the other day. He was newly hired, and this was our first conversation.

He mentioned the great reputation that both my company, and myself, had within their company. We have been a large service provider at their corporate HQ location for over a decade.

In that amount of time, of course, we have had some issues. We hit the issues head on, resolve them, and have a high level of success with issues (higher than any of our competitors).

But....I know for a fact that there are individuals within their company that would talk negatively about my company......and me. One guy absolutely hates me. The feeling is quite mutual.

So...what's my point? Well, this one is a tough one. Statistically, many people/clients will be in the midst of a problem at any given moment. Ask them their opinion of their provider when the problems are at their peak. When the problem is solved, ask them again. See below for a breakdown:

If they are calm during the issue, and answer with a response other than only what they are experiencing at that moment, you have a realistic person.

If they are reactionary, and speak only of the moment.....big problem.

If they offer a negative point of view, based on a year or more of overall statistical experience, the problem would be me (i.e the service provider).

I could go on for an hour, but won't. The summary is to have realistic, but stringent expectations. Base your experience on just that....the overall experience. Has the service provider offered you at least X% of what you expect? Evaluate what X equals. If the answer to the previous question is no...either I'm the problem, or you are. Typically, it is not me.

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