Paying The Experienced Hand Less, Ctd

More

by Patrick Appel

A reader writes:

I work in the web department for a large university, doing work for people who usually have no idea what I've done for them. As in the locksmith case, what matters is not how skilled I am or how much effort I've exerted, but how difficult the customer thinks my task is. Just this morning, I met with a customer whose new site I am building. I showed her some screenshots of a site that, altogether, took me only a few hours to build. But because she thought it took me much longer to do it, she was much more pleased with my work than she had any right to be.

Think about it. Aside from other locksmiths, how many people can watch a locksmith in action and know if he is doing a good job? People use cues to figure it out. For things like lock-picking and web design – services that most customers need infrequently or they'd figure it out themselves – people don't see it enough to know how it works, so they figure if it looks hard, it is hard.

So, in terms of customer satisfaction and demonstrating value, the key is to make things look harder than they actually are. 
Jump to comments

2006-2011 archives for The Daily Dish, featuring Andrew Sullivan

Get Today's Top Stories in Your Inbox (preview)

A Technicolor Time-Lapse of Alaska's Northern Lights

The beauty of aurora borealis, as seen from America's last frontier


Join the Discussion

After you comment, click Post. If you’re not already logged in you will be asked to log in or register. blog comments powered by Disqus

Video

A Time-Lapse of Alaska's Northern Lights

The beauty of aurora borealis, as seen from America's last frontier

Video

What Do You Wish You Learned in College?

Ivy League academics reveal their undergrad regrets

Video

Famous Movies, Reimagined

From Apocalypse Now to The Lord of the Rings, this clever video puts a new spin on Hollywood's greatest hits.

Video

What Is a City?

Cities are like nothing else on Earth.

Video

CrossFit Versus Yoga: Choose a Side

How a workout becomes a social identity

Video

In Online Dating, Everyone's a Little Bit Racist

The co-founder of OKCupid shares findings from his analysis of millions of users' data.

Writers

Up
Down