However, in some situations, like your expertise area, your opinion still matters. We go to doctors for their opinion about what to do, clients come to me for my opinion on how to solve their financial puzzles. This shows there is a difference in opinions and how they are viewed. This difference can confuse people and set some people apart but it also can get people in trouble. There was a New York case where someone put their opinion on YELP, stated it as fact and put their feelings into it. They ended up getting into trouble and it cost them dearly. This is the difference between opinion and fact. Opinions should be based on fact and facts are indisputable based on an event.
Thus in a business situation, your expertise is based on facts that are presented. I recently broke my foot. SO the fact was I had broken bone sin my foot. There were some complicating issues including my height and weight, activity level and other things. Thus my doctor’s opinion was a more detailed recovery complete with exercise, booting instead of hard casting, and longer confinement with special exercises to balance everything out. This was an idea based on fact expressed as the best way in his opinion to get me back on track. The problem is too many people express their opinion as a fact, and that is where you get in trouble or people take their opinions as fact. In my case I could take his opinion as this will solve my problems, the fact is though it may not and we might have to do something different. Going into it I know there might be issues and changes as we go forward.
Too many social opinion sites are out there. The opinions that are placed on there are just that opinions and perceptions based on how that person was interacted with. For each business owner these are hard to manage as you can have employees have a bad day and the customer can be having a bad day as well or differently thus the interactions can cause a problem and they then give their option. Readers then see this as a fact especially if there are similar opinions. The funny part here is the positive opinions are taken as that opinions, but negative comments are taken as fact. So if I said, I had a wonderful experience, the staff was friendly, courteous, and knowledgeable, readers look at that and go oh he’s a Pollyanna. However, if I stated that I had a horrible time, the staff was rude, and the service stunk, then all of the sudden that business sight get bad ratings and less customers because of course that happened.
Thus when reading these statements, look at what the opinion is and break it down the following way:
- What are the issues at hand
- What is the writer saying
- What are the facts and what are the feelings – take out the feelings and look just for the facts.Bad service is a feeling or a perception, rudeness the same thing.If you said the staff did not know how to do math and shortchanged me $5 on each transaction over 2 months that is a fact and hopefully one you reported to management but they were rude or bad service is more a feeling.
- Openly accept that the customers experience was bad – “I understand you had a bad experience. As the owner it is my job to shape positive customer experiences, what can I do to make it more positive”
- Understand that some complaints are meant to get a discount or better deal on something and are false
- Read the statements closely and do the above steps:
- Issues at hand
- What are they truly saying
- What are the facts
- Implement the T.I.E. – C.S.I. system
- T – Training
- I – interaction
- E – Elicit Feedback
- C – Create a culture of excellence
- S – Standard Operating Procedures – otherwise known as consistency
- Integrate employees with customers seamlessly
Rodney Mogen, is the president of solveurpuzzles, a business focused company. Solve ur puzzles helps three groups: Small Businesses, Financial Advisors/Agents, and Local Government Entities. Rodney is also a small business advisor focused on developing financial strategies for small business owners and helping them develop their own strategy and ideas to grow, sell, develop the way they want. He is focused on creating proper financial strategies for Advisors and business owners to assist them in their day to day duties by solving their financial puzzles. Rodney is also the Director of Financial Strategy for The Evans Group. Check out more information at www.solvurpuzzles.com.