Why do people post pictures of cats on Facebook?

Why do the endless updates about every pose and every step of their first born – with running commentary? Or possibly worse, why post ‘inspirational quotes’ as the McPhilosophy of the day? (This is one reason why I quit Facebook.)

Why do they feel the need to record it? Why do people find it funny, interesting and worth sharing?

Answer: Because it matters to them.

If that sounds like stating the bleeding obvious, it is because it is. People think because it matters to them, it must matter to others.

They can’t understand why you don’t find it funny or interesting just as much as you can’t understand why they do.

People are inherently selfish and find it difficult to appreciate a different perspective – and this has consequences for how manage our businesses:

One: You are not your customer. You can’t just buy the product you like because you like it. You must buy what customers (other people) want.

Two: It doesn’t matter what you think the value of a certain item is; the value is whatever the customer thinks it is. (In real estate there is an expression: You are selling a home, the buyer is purchasing a house. Both parties would value the property differently because of their different perspectives.)

Three: When facing a difficult customer, we all know they are not right, but we also know that it doesn’t matter. The only thing that matters is that they think they are right.

Four: It doesn’t matter whether you (or I ) believe in social media or like/dislike Facebook – all that matters is that customers do.

Five: You may think you are treating your staff well, but all that matters is what they think? (If I look at training priorities in companies I am inclined to think that your employees are probably right.)

I could go on, but you get the general idea: Humans find it incredibly difficult to walk in the shoes of other people.

We CLAIM to understand others, but somehow we don’t all find the same joke funny. I found a statistic (but lost the source) that 80% of managers think they deliver great service but only 8% of customers agree. The actual percentages are not important but the magnitude of that gap is significant.

The good news is that we can learn to walk in other people’s shoes just as we learned to walk in our own. It takes time, commitment and quite a lot of falling over, but eventually it will come naturally.

It starts, like any good old AA meeting, with an acknowledgment of the issue before attempting the remedy.

Have fun...

Dennis

Future-proof your business with Ganador.

PS: I am researching and documenting some of the major shifts in society and am sharing it for free to groups who are interested. HERE for those interested. (No strings, but limitations apply, so be quick.)

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