People want to get no more, no less than what they expect. Our task is to meet those expectations and reach the desirable oucome from the first try.
The «one shot», or «first try» rule is the main criterion for unbiased evaluation of relationships. This refers to both professional and personal relationships.
As an example we can use a student that takes an exam. In order to pass the exam he has to answer all the required questions. However, if he decides to change the question card and fails to answer from the first try, his evaluation mark will decrease.
After a series of studies and observations we started to apply this principle to professional field, particularly to the relationships with partners and customers. Since clients evaluate the company based on the results of its work.
As it turns out if a company presents the expected and necessary result, in other words, “puts its finger on it” precisely from the first try, the chances of success and future cooperation with the company noticeably grows. Each next try to “hit the nail on the head” reduces the chances of the company, and at some point the client will refuse to cooperate and prefer another organization.
Applying this principle to all our projects, we started to trace the ones that were “one shot”. This statistics provided us with clear understanding of the relationships with our clients and where it was going. We call this “client’s pulse”. It shows at which “shot” the project was accepted. If the project is accepted at second or third “shot”, we consider it to be unsuccessful since it takes a lot of time and effort, both the client’s and ours. After continuous “second” or “third” shots the projects eventually fail and the client will refuse to cooperate.
As we use this principle we draw a paralell with friendship. Imagine if your friend asks you a favor but you constantly fail him. After a while your friend will stop asking you favors and will loose his faith in your friendship.
As a result, “client’s pulse” helps us better understand whether the client is satisfied and how strong our relationship is. This mechanism doesn’t let us relax and we constantly strive to get more “one shots”.