Being a
customer with a south European supplier, I reflect on the differences between
him and me when we discuss satisfaction. “J”, let’s call him that, and I have often
completely different mindset in a discussion. When I express a concern and want
to point out a high expectation as I have not any record of performance within the specific topic, he takes it as complaints of his performance and get insulted.
It is of course a matter of how I formulate my message, but even after consciously
altering and testing different approaches, the result is still the same.
Do you see
a cultural difference in the way to interpret satisfaction related to the
expectation and performance?