The Reality of Perception

A recent newspaper article included a statement by Phil Rosenzwieg, the author of "The Halo Effect". Skipping to the point of this blog, Rosenzweig stated a host of psychological studies have shown the extent to which arbitrarily telling a person they have either excelled or failed at a task shapes their memory of the task: people told they succeeded are far more likely to remember their team as tightknit and their team leader as competent and inspiring. Those told they failed remember team squabbling and ineffectual leadership.

"Shapes their memory" jumped off the page. How often do homeowners have one negative customer service experience with their builder and forever rate his overall product quality as below average? Or as managers and leaders, one off-handed comment to an employee (and long since forgotten by you) surfaces again years later as a bone of contention? Sound plausible? How about familiar?

Contemporary employment regulations have taught us to be respectful and even cautious about what we say and do to others, and rightfully so. That's not where I'm going with this. I'm referring to the seemingly innocuous statements or actions which we learn (often too late) were quite damaging. If you want to do your own litmus test, try asking your spouse about it.

As a nation, we are in fragile times, economically and politically, domestically and abroad. As an industry, the environment is primed for miscommunication and missed expectations. Let's keep that in mind as we interact with our customers, employees and vendors. Rememer: the actions and words you use today will determine what people think of you tomorrow.