Surface Ripples

Do We Assume Too Much?

“Assume makes an ass out of you and me.”

As technology improves and people are educated in different ways and at different speeds, are we falling into the trap of assuming everybody has a certain “basic level of knowledge” when writing operating instructions, etc, for them?

If we’re operating in our “home market” then we might be justified in this assumption.  After all, most people should have been educated and “brought up” the same way as us.

Not everyone has the same background, understanding and educational level in particular subject areas as everyone else.  One only has to look at instruction manuals for technological gadgets to see this in action.

As I found through experience, this is the case when living and working overseas.  Different cultures view things very differently and the same applies more and more even in our “home market” where immigration has resulted in diversification of cultures, societal norms, attitudes and needs.

If we’re going to service customers effectively in the future, we need to be aware of these differences.  I can think of one example in which “cultural norms” have been overturned: the concept of postal deliveries.  Where I live in work, mail is delivered to a PO Box at a local post office.  The only delivery to one’s home address is certain government documents.  Contrast this with, say, the UK where post is delivered direct to one’s doorstep.  As a result of this, some people have difficulty understanding why I have a PO Box mailing address as they’ve never experienced an environment where this was necessary.

We need to educate both our children and our employees to understand that things are different in other countries and cultures and that there’s no “right” way of doing things.

I’ve spent more than half my life delivering change in different world markets from the most developed to “emerging” economies. With a wealth of international experience in international financial services around the world running different operations and lending businesses, I started my own Consultancy to provide solutions for improving performance, productivity and risk management.  I work with individuals, small businesses, charities, quoted companies and academic institutions across the world. An international speaker, trainer, author and fund-raiser, I can be contacted by email. My website  provides a full picture of my portfolio of services.  

Labels: Customer Care, Leadership, Strategy

posted by William Martin @ 08:41