Question

What is David Maister's First Rule of Service?

1) It always takes longer than you think to perform the service
2) You can't please all the customers all the time
3) Satisfaction = perception expectation
4) Under-promise and over-deliver

Answer 1

David Maister's First Rule of Service is 'Satisfaction = Perception - Expectation,' meaning customer satisfaction is met when expectations are exceeded. Applying this to the workplace, offering great service to your manager as an internal customer can lead to positive job outcomes. Consistency in meeting expectations and professionalism is crucial for job retention.

Step-by-step explanation:

David Maister's First Rule of Service is often encapsulated in the formula: Satisfaction = Perception - Expectation. This means that customer satisfaction is achieved when the service provided exceeds the customer's expectations. To relate this to the workplace, if you view your manager as an internal customer, delivering exceptional service can lead to positive feedback, opportunities, and increased job satisfaction. Managers generally understand that new employees will make mistakes, but they also have basic expectations, including professionalism and resourcefulness. It is important for employees to maintain good behavior and meet expectations consistently to avoid jeopardizing their employment.