When it comes to customer service, do your people perceive you as giving more or taking away? As we know, a huge part of customer service is perception. What does the customer think they see or think they experience?
A group noticed two candy stores in the same neighborhood that offered, pretty much, the same candy. Kids, however, preferred one over the other by leaps and bounds. When asked “WHY?” children responded that the one store always gave them more candy while the other store took it away. Was this true or simply a perception?