Customer Perception

"One man's trash, is another man's treasure." Why you might ask. This is all due to the different perception of the people looking at a specific item. It could also mean a certain judgement that has been made about something/someone. For example, lets take something as simple as colour. My favourite colour is orange. However, when I asked one of my closest friend about his opinion on the colour orange, all he could say was "Yucks!! Why do you have to pick such a lame colour!!" What might be lame to him, is very special to me. Therefore, what i am trying to get at is that, there are millions and millions of people out there. People with different needs, wants and demands. Therefore, it is almost impossible to meet all the criteria or demands of the entire world. So how do we know what a person really wants?How are their perceptions formed?

Perception could be formed because of various reasons. Here are some of the reasons:

1. Previous Experiences.
2. First Impressions.
3. Word-of-Mouth.
   
4. Advertising & Promotions.
5. Decor & Ambience.
6. Recommendations.
   
7. Consistency of Quality & Delivery.
8. Product Design.
9. Preferences.
10. Product Innovation.
11. Advertising.
12. Pricing Policies,
13. In-store Experience.

Some of the factors mentioned above are within the company's control while other are outside the company's control.

Within the company's control:

• Advertising.
• Decor & Ambience.
• Pricing policies.
• First Impressions.

These are the factors that the company could adjust and improve on if they feel that there is a need for them to do so. They could also alter the perception of the customers to achieve their desired outcome. Besides that, there are also other factors that could change the perception about the company. These factors are beyond the company's control and they can only hope that it does not ruin their business a great deal.


Outside the company's control:

• Word-of-Mouth.
• Recommendations.
• Preferences.
• First Impressions.

When things go out of hand and the situation gets the better of the company, they need to step up their game and aim to do better for their next service or future cases. When this happens, they need to do some quick and effective Service Recovery.

What exactly is Service Recovery? It is the opportunity to make amends to a certain bad customer experience. It also helps to alter and build a better perception of your company and product. Here is a simple example of a good service recovery.

e.g. The server accidentally spilled a cup of soda onto a man's jacket. Of course, the man would immediately have the impression that the service staff is very inexperienced and clumsy. However, realizing his mistake, the service staff quickly apologize and escorted him to the restroom. After that, he offered to take his jacket and have it cleaned. Also, the service staff also gave the man a complementary drink and meal as a symbol of apology. He quickly took down his particulars and offered to deliver him his jacket back after it was done cleaning.

Therefore, with the quick service recovery made by the service staff, it could alter the customers perception and make him think a different way. Like the scenario above, the man had a first impressions that the service staff was clumsy and inexperienced. However, after the prompt and appropriate service recovery, he might think that the service staff had made an honest mistake and made the customer feel special.

Another form of aspect that a company can utilize to know its strengths and weaknesses is Customer Complaints and Feedback. Yes, complaints are a good thing. They are helpful as they help the company highlight the areas for improvements. furthermore, they can help the company achieve more than just that. They could:

• Highlights areas for improvements.
• Prevent complacency.
• Identify staff that needs further training and supervision.
• Monitor service level.
• Monitor consistency of service.
• Helps keep in touch with trends and expectations.
• Help to focus on priorities.

Besides focusing on the negative aspects of complaints, we can reassure ourselves that complaints gives us an opportunity to reply and respond. Research had been made and they have come to a conclusion that people who complaint are not trouble-makers or just out to get you. However, they are those that:

• Are Loyal & Sincere.
• Care about the business.
• Care about the services they receive.
• Wants to support your business.

These are just some of the factors that shows us how much a complaint can mean to a business besides the negative aspects of it.

Our actions and reactions and also service recovery ultimately aims to achieve a few goals and motives. All of these goals and motives have something to do with the level of customer satisfaction that they hope to achieve at the end of the day. the final result of all of this is to amke the customers feel:

1. Contentment.
2. That the organization cares.
3. That the organization is responsible.
4. That the organization is committed to give full, proper and prompt service.

So an organization needs to know who they are catering to in order to know what their needs, wants and demands are. They also need to be flexible and reasonable in terms of their goal to satisfy their customers. They also need to keep in mind that the entire market is huge and to satisfy the entire market would be near impossibility. Therefore, they need to focus on their own specific target market and aim to satisfy them first, before they could proceed to take thge next step in the service and customer-oriented industry.

"One man's trash, is another man's treasure"

Corporate Politics

Politics. No matter where we go, there is no escaping it. Politics comes in many forms and it all usually start from one main cause. Being at the giving end is as bad as being on the receiving end. Therefore, the best thing to do in a such a case is not to be involved in it at all.

Lets say that "the perfect world" do exist. What would be seen as perfect in the business world?? People would receive fair salaries. Get promoted for being productive. Have a fair share of desirable/undesirable tasks. This would all sound perfect in a sense. However, the cruel truth is that, there is no such a paradise.

In the real world, we are to work hard for the things we desire. And sometimes, things do not always go as planned and we do not get rewarded for the things we do. people taking credit for the things you did. They get praises while you hid in the shadows not knowing what to do next. As compared to "the perfect world", the real world is a dog-eat-dog world out here. So how can we survive the cruel working world?

1. Being Visible - Make sure that people see you getting your hands dirty. In the good kind of way of course. Be the one that handles all the difficult projects, lend a helping hand, be a knowledgeable source etc.
2. VIPs - these are the people who does not give up. the one to take the first step and also the one who take the initiative.
3. Peer & Subordinates - Be there to help those that are in need, exchange favors (i scratch your back, you scratch mine), ask for advice, listens to others problems, etc.
4. The Big Boss - Sizing and getting on the bosses side, covering your bosses bloopers, active listener, etc.

Why does Politics Exist?

There are various factors that could lead to the rise of politics. These factors include:

1. Craving For Power - It's a normal human need. People lust for power and always desire more than they can chew. In their bid for power, they would take down anything and everything in their way.
2. Hunger For Acceptance - People want to feel that they belong. therefore, they join groups/cliques to make allies. With allies, comes enemies. Even within cliques, politics might exist.
   
3. Emotional Insecurities - Some people might feel insecure about themselves as they lack self-confidence
   
4. Imitating Power Holder - Other might think that they are playing it safe by imitating higher management. However, in other people's eyes, they might think otherwise.
   
5. Win-Lose Philosophy - any one/groups gain is at the expense of another.

These factors mentioned above could ruin the working life of an individual or group. It could highly likely jeopardize the state of the company. So how are we supposed to counter those factors to save both the employers and the employees? Here are some guideline on how we could avoid or counter the problem at hand.

1. Power Analysis - Recognize the power players in your department or industry. Once you have identified them, try your hardest to get on their good side. By doing so, you will be seen to have an influence and promise.
   
2. Boss - Know your bosses likes and dislikes. also learn to size up your boss. To do so, you will have to get to know them better through communication and interaction.
3. Co-worker - Try to get along with majority of your colleagues. Even if you despise them, you still have to try to get through to them. Anyways, you are going to see them literally everyday.
   
4. Lower Rank - As far as possible, try to win the support and trust of those people working for you. To do so, offer them a helping hand and listen actively to all their problems and try to solve their problems to satisfy their needs.
   
5. Boosting Careers - This is solely dependent on how much you want it. You will have to shine at meetings, display proper business etiquette, showing interest and enthusiasm in your work, etc.
   
6. Unfair Politics - One man's achievement could make another feel jealous and envy. Be wary of all these characters. Make sure you know who to trust and be mindful of who you hang out with.

6.1. Defending yourself against unfair politics:
- Confront people with their political games.
- Expose their dirty tricks.
- Stop people from bad-mouthing.
- Circulate your ideas.
- Confront by-passers.






Other problems within the organization might just arise. To name a few are Office Romances and Harassment.

There is no denying that in our working life, there are days by which we all get bored. When that happens, our minds begin to wander and many kinds of thought might run through our minds. We might begin to see our colleagues as objects of desire, lust and beauty. From there feelings towards the other colleague might build up. This applies for both the men and women. Here is a piece of advice. Do not let feelings and emotions fill you up in the office area. It could only lead to a major disaster. It distracts us from our work and also it might raise a suspicion of unfair treatment. Therefore, the right and honorable thing to do is not to get involved in any form of office romance.

Sexual Harassment. This is a serious issue that is on the rise especially in the business world. Again, this issue affects both the men and women. Sexual harassment comes in many shapes and sizes. it could be between the opposite sexes or even of the same sex. The video that is posted below will show you of the different forms of harassment and how they are carried out. Below the video are some suggestions on how we can deal with the situation in the most appropriate manner possible.

So how do we react to those kind of harassment displayed above? Here are some helpful tips to help you to counter and act against those harassment issues:

• Be frank. Tell the person that his/her actions are offensive.
• Document and keep track of all his /her actions against you.
• Contact people who you think might be of usefulness to help you deal with the matter.
• Report the matter to a higher authority figure.
• Seek counseling if needed.

So be wary of your surroundings. Keep a watchful eye over yourself and also your friends. This is a very serious issue that needs to be dealt with seriously and promptly. Be it in school or in your workplace, politics, harassment, etc are bound to happen and it most probably will. As far as possible try to keep it on a minimal level so that it would no affect you and your closest friends/family members. Use all the advice give above to help and facilitate you in achieving a happy and friendly work environment.

"Know who you can trust before making acquaintance"

"Keep your friends close. Keep your enemies closer"

Professional Presence

For me, the business world and all things involved with it, has become part of my everyday life. For the rest of the people out there, sooner or later, will have to know a thing or two regarding the business etiquette. This is especially important to those who are looking and applying for a job out there. Therefore, I am here to guide you on how we can be better prepared for the near future.

"Preparation is half the battle won". This is extremely crucial in the business world. First and foremost, our grooming standards must meet the ones that are required to meet the criteria set by the business world. This means that we have to go the extra mile to look good and look presentable to the eyes of our colleagues and employers. This is because a good first impression we give to our employers, might put us in the upper hand and would get us on their good side. On the other hand, looking bad and sloppy might stain our reputation and we might not hear from them again. Impressions can be formed by various aspects:

• Personal Appearance
• Grooming
• Body Language
• First words

Our appearance and attire is a part of us. The way we walk, talk, and dress can reflect many things about our behavior, attitude and mindset.Therefore, always keep in mind this phrase "Dress For Success". Lets look at how professional Business Men and Business Woman should dress like, from top to bottom.

For Gents:


Head

- Hair should be kept short, neat
and should not touch shirt collar.
- Facial hair needs to be trimmed,
especially in the nose and ears.




Body
- Shirt should be well pressed.
- No wrinkles to be found
anywhere.
- Collar not too tight
(1 finger space)
- Sleeves should extend
1/8 - 1/4 inch below the jacket.
- Avoid dark or loud colors.
- End of tie should end at top
of belt line.
- Color of tie and color of shirt
should be contrasting.
(e.g. red tie with white shirt)
- Try to avoid jewelery/accessories.




Bottoms
- Needs to be well pressed.
- Pockets to remain flat with no bulge.
- Shoes needs to be highly polished.
- Black is the best.
- Shoes of best affordable quality.





For Ladies:


Head
- Wear light, natural make-up.
- Natural hair color, highlighted tastefully
if needed.
- Recommended to tie hair into a bun if
length of hair is too long.
- Lipstick should be applied generously.




Body
- Avoid wrinkles.
- Tailored fit.
- Avoid dark under clothing with
light shirt.
- Avoid wearing over-bearing perfumes.
- Fingernails are to be kept short.
- Avoid too bright fingernail polish.
- Avoid flashy/big accessories.



Bottoms
- Select neutral shades for shoes.
- Hosiery is not attention grabbing.
- No "toe-showing" type shoes.
- Avoid high slit skirts.
- Panty line must not show.
- Get shoes and skirts that fits
comfortably.




So all in all, the outlook and the frame of your entire body, affects how professionally you look or not. Although some of the suggestions that are given above might not look appealing to some, it offers so much more than a stylish look at the business world. It offers to the person wearing it an aura of professionalism and exudes confidence from top to bottom. Always keep in mind that fashion comes in second, next to professionalism and confidence. These are the areas by which employers are looking for in someone when they are hiring.

"Dress For Success"