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It has been said
Posted by PT (more from PT) on Sat, 26 Jul 2008 20:25:54
In Reply to: Is there any "value" in a commendation?, Railhead [Profile/Gallery]
, Sat, 26 Jul 2008 16:01:13
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That if somebody is pleased with a product or service, they will typically tell three people about their positive experience, whereas if they are displeased, they will tell an average of 11 people. I guess it's a bit like a credit score; it's difficult to build a good one from scratch, it's easy to destroy a good one, and it's very difficult to build a bad one back up into a good one.
My guess would be that a single positive or negative feedback would have little impact on most supervisors, but it would be filed away to be viewed as part of an overall trend. If the supervisor is neurotic and obsessive about what people outside the company think, he will likely put more value on such commendations than if he does not give a damn about what anyone thinks except himself. The only way I would expect it to have a significant impact is if the supervisor thinks the sun shines from the person who made the comment - then it gets a 10X factor applied.
The other thing to factor in is, what are the circumstances? I would think if you are a waiter and you generate endless complaints, that would be a problem to most restauranteurs. However, if you are an insurance adjuster, and customers complain that you don't pay enough, your boss would probably love you! I've probably rembled away from your question a bit, but my thought is that in most cases, isolated praise or complaint has little impact, but when all the pieces are added up it could become significant. I think that most of us in the long run aim for a high level or customer client satisfaction, and realize that a lot of pieces have to go together to make that up.
posted by 71.248.16...
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