Complete Customer Satisfaction: Reality and Myths

Many entrepreneurs start their businesses with one main goal: to provide the highest level of customer satisfaction.

Many entrepreneurs start their businesses with one main goal: to provide the highest level of customer satisfaction. However, the reality is that complete customer satisfaction is more of a myth than an achievable goal. Understanding what customer satisfaction really means is more important than striving for an unattainable ideal.

Firstly, let's consider what "complete customer satisfaction" means. In an ideal world, it would mean providing a product or service for free or even with an extra payment. But in reality, especially for non-luxury items, this is not only unrealistic but also impractical. Customers who seek luxury items may view a high price as part of the pleasure of the purchase. However, for most other products and services, complete satisfaction remains an unattainable ideal. Ultimately, striving for this ideal may be futile; it's better to focus on earning profit.

The second important aspect is the product itself. Often, consumers desire not what the seller considers the optimal solution, but something entirely different. It might be impractical, ostentatious, or simply not aligned with their expectations. Sellers may offer the best solution based on their experience, but this doesn't always match the customer's desires. In reality, satisfying a customer often means providing whatever they choose, even if it's not the most optimal solution.

Striving for complete customer satisfaction in this context means being prepared to work with the customer based on incomplete information and random choices. True customer delight is typically unattainable, and this often leads to customers changing their opinions and becoming dissatisfied in the long run. Therefore, it’s pointless to pursue an internal ideal; it’s better to focus on earning profit.

Understanding that you can only truly satisfy someone who satisfies you in return is a key part of business reality. In most cases, business is like being in the friend zone, where the entrepreneur strives for an ideal alone while the client engages with others. So instead of seeking ideal satisfaction, it is more practical to focus on earning and addressing the real needs of customers without expecting perfect results.

In summary, striving for the ideal of complete customer satisfaction often leads to disappointment and wasted effort. It is better to acknowledge that complete customer satisfaction is unattainable and focus on a practical approach to earning and meeting the real needs of customers, without expecting an ideal outcome.