David Maister's First Rule of Service is:
A)It always takes longer than you think to perform the service
B)You can't please all the customers all the time
C)Satisfaction = perception - expectation
D)Under-promise and over-deliver

Question

David Maister's First Rule of Service is:
A)​It always takes longer than you think to perform the service
B)You can't please all the customers all the time
C)​Satisfaction = perception - expectation
D)​Under-promise and over-deliver

Quizplus · Accepted Answer

David Maister's First Rule of Service states that Satisfaction = perception - expectation. This means that a customer's perceived level of satisfaction is directly related to their expectations. If their expectations are exceeded, they will be more satisfied, but if their expectations are not met, they will be less satisfied. Therefore, it is important for businesses to manage customer expectations appropriately in order to increase customer satisfaction. The other options, while still important principles in service, are not the First Rule of Service according to David Maister.

David Maister's First Rule of Service Is