The MEEP.
We adjust significantly depending on expectation/experience.
Travelling to South Wales a couple of weeks ago, the two carriage train was rammed before it pulled into my station. Over two hours later and still standing, surrounded by others similarly having to accept just how poor our transport network is, I eventually got a seat. It was still hot, uncomfortable and unpleasant, but that seat was like a throne, it was such a relief.
Some years ago I’d have been very frustrated, to say the least. But not now, because my expectation of train travel in this country is so low.
If a train runs on time it’s a surprise, indeed if it runs at all that’s often a bonus. If it’s relatively clean that’s a result. If the toilets are working, jeez that’s good, and if they’re clean and working, well I want to cheer out loud!
It’s all about the MEEP (minimum expectation/experience point).
Have you identified where your MEEP is?
What is the minimum acceptable experience your customers will tolerate?
This isn’t or shouldn’t be a target, it’s worth identifying though, as the point at which, if you go below, you’ve properly failed.
It’s important because if you can see that you’re getting anywhere close to it, then it’s time to throw the kitchen sink at things, to do all you can to avoid going beyond the line of unacceptability.
All customers want your A game, but they’ll often accept a B performance on occasion, even a C if things are exceptionally challenging… but not an F, (unless you’ve got a monopoly, like the the train companies).
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