Len Berry, author of Discovering the Soul of Service, developed a three-part equation for the variables involved in transactions. He notes that in every transaction, participants have three different perspectives from which to judge what is happening:
1) They have their expectations of what will happen.
2) They have their experiences of what did happen.
3) They have their observations of the process, or getting from expectations to experience.
All three are equally important, but the author sees a relevant compounding effect that also needs to be taken into account. Rather than simply being added together, these three variables actually multiply each other. In other words, it's not 1+2+3 that determines how well you're doing, but 1x2x3. When you multiply something by zero, of course, the total or result is also zero, regardless of how large the other variables might be.
Thus, everything counts in a relationship.
by Rob Reed web: www.terrakon.com blog: www.marketingcentricity.com
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