What is Your Perceived Value?
How many companies do you know teach customer and quality service to their employees? The most common answer I get is what is the difference, they’re both the same thing, so every company gets the training, or at least reminders. But this isn’t so true. Customer and quality service are 2 different things and on the other hand, they do go together. Am I confusing you yet? Good, let me take a supposedly complicated problem and break it down simply, because it really isn’t that difficult to understand.
It is amazing how many companies purport to train their employees in customer and/or quality service and yet their employees have no clue what these 2 very common or should be items actually are. And even after I explain it, people look at me quizzically. They don’t think that these 2 things should be included because that part of customer/quality service is just too complicated and hard to implement.
So what is Perceived value? Let me tell you in a few short paragraphs. It’s really not that hard to either understand or implement. AND it can help your company in every single transaction you conduct with customers, be they internal or external.
I use that one phrase a lot and it’s intentional. Perception or perceived is a word that you have to realize is even more important in this economy than at any other time since the dawn of science.
To state it succinctly, you are only as valuable to the customer as they perceive you to be. If the customer/client/supervisor doesn’t perceive you to be worth what they are paying you and their perception is that you’re lazy and that you’re incompetent, then you are exactly that. It doesn’t matter what you do on the job or how much you do. If they don’t see it and perceive that you are a bum, then you might be on your way out the door!
To put it another way, in security terms, what is a ‘rent-a-cop’. We are perceived as lowly paid incompetent and lazy rent-a-cops or wanna-be-cops. For 99% of the security officers and professionals out there, this is the farthest thing from the truth! Yet that is the perception and therefore the reality for many people.
To go a step further can you agree that security is generally considered a cost center and doesn’t contribute anything to the bottom line? I think we can all agree on that point. But our clients or contacts don’t necessarily realize that we DO contribute to the bottom line, just not in a definitive demonstrable way. We prevent loss which DOES add to the company/clients bottom line.
As unfair as that may be its true. Go to a restaurant and evaluate the wait staff. Does your server treat you like a child and sounds mad or upset with you? Your perception of them is that they are just and a**h*** and won’t have that job long. And on top of that, the restaurant isn’t worth going back to if they hire people like that to serve customers. Am I correct?
The only issue is that the server may be having a bad day for some reason. Should they have come to work that day in that mood? Probably not. Personal problems need to be left at the employee entrance and not carried into work. But it doesn’t work like that and your perception is that it’s a worthless place to eat – no matter how the food tastes.
That is the dangerous part of perceived value. One thing I’ve trumpeted for years, at least 25, is that Perception is Reality! That is the succinct definition of perceived value. What someone thinks, or perceives, of you is their reality.
That perception can lead to a myriad of problems, in both security as well as other businesses as well. It’s one of the issues involving workplace violence (WPV). The perception that someone is or doing them wrong.
So I will ask you succinctly; what is YOUR or your company’s, perceived value? To either your employees or customers/clients? If you study hard enough you may find at the perception is good among some and bad amongst others. So, like the restaurant server we must do what we can to improve the perception of security.
Robert D. Sollars is a recognized expert on security issues, specifically workplace violence. He’s spent 32 years in the security field. Contact him at 480-251-5197 or Visit his Facebook page, One is too Many. Here you will read about other items related to security & WPV issues. Or be a twitter follower at @robertsollars2.
I May be Blind but my Vision is Crystal Clear