Perceived Fairness - CRMAdvocate: 10/29/2012

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My Take: Perceived Fairness
Gary Lemke, Chief Customer Advocate (October 29, 2012)

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That "It's not fair" feeling is a primary cause why people have big explosions for very small reasons. Madvocates, or Loyalists in Waiting, have a way to share their feelings of unfairness with dozens, hundred, thousands, or millions of others. Thanks, social media. That doesn't seem fair either.

After the angry outburst, the feelings that linger usually make the person who exploded feel worse. It may not be their proudest moment. But they still feel unfairly treated. And the words remains in the world of social media for all to read long after the regrets.

I've always heard feeling aren't right or wrong. They are just feelings.

Empathize and apologize are common customer service tactics. They are good but they don't go to the heart of the issue. Perceived fairness. Often we offer remedies without asking what the customer would consider fair. That's a hit or miss strategy.

Are we blind to asking about perceived fairness? Or are we fearful what me might hear?

What's your take?

Gary Lemke

Other CRMAdvocate "Takes"

10.26.12 It's Not Fair 10.25.12 Loyalists in Waiting 10.24.12 Madvocates Really Care 10.23.12 Madvocates Reinforced 10.18.12 That Muddy Trench 10.15.12 The Truth About SoLoMo 10.10.12 Filtered Feedback or Raw Input 10.09.12 Talking to Yourself more "takes"

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