Human beings have pretty selective memories. It turns out that we judge much of our life experience not on the totality, the average, or a glance back over the highlights, but on the basis of the last few minutes.
Have you ever walked into a customer’s office expecting to make a presentation about performance over the last month or quarter, and spent the whole meeting talking about last week’s non-delivery or a stuff-up that happened yesterday instead?
Welcome to the Recency Effect, which tells us that the most recently presented items or experiences will most likely be remembered best.
In Change Anything, a New York Times bestseller about the science of personal success, the authors conclude that much of what we feel about our daily relationships stems from only a few moments that overwhelmingly colour our perception.
The book relates a study by Nobel laureate Daniel Kahneman, who asked colonoscopy patients to rate their level of discomfort during an unanaesthetised procedure. (Australians, give thanks that we don’t do things that way here. Ouch).
Not surprisingly, none of the test subjects gave glowing reports of their colonoscopy, but the comfort levels they reported had almost nothing to do with the total amount of pain that they felt during the awkward and uncomfortable procedure.
The only thing that mattered was how painful it was right at the end.
What do colonoscopies have in common with contract or service delivery? Maybe more than you think. For a customer, giving over control of part of their business to a supplier, it really CAN feel like being operated on without an anaesthetic.
Your job is to make whatever you do for them as pain-free as possible. And no matter how well you’re doing generally, take extra care for at least three months before you need to compete again.
This will make sure that one or two mistakes don’t derail your good work forever.
|Robyn Haydon is a business development consultant who helps helps service-based businesses that compete through bids and tenders to articulate the value in what they do, command a price premium, and build an offer that buyers can’t refuse. Don’t let others dictate how far and how fast your business can grow – take your power back! Email firstname.lastname@example.org to request the white paper for the Beyond Ticking Boxes program.|