Hi all !!!!! Every date has something special in it .what is so special about today ?today is 15th of may 2008 and suddenly the bell ringed in my mind while sitting at Vinod Madhawan’s class ....that I should recollect my thoughts and store it somewhere and hence thought of creating a blog and I started writing. I am surprised about it cos I had never thought of it....


Well, today I am at that stage of my life where I am going to step into a different world altogether. I am 25 now and about to complete my post graduate course in management and very soon going to enter a world from where another journey of life starts.....where there is no looking back.
Maddy (Vinod Madhawan) taught us about services marketing. He says Services marketing is all about 99% of hearing and 1 % of perception. He defines it as a 3-stage process
1. Hear
2. Consume
3. And walk out

I found services’ marketing is very similar to handling a relationship in our personal life. Since Maddy is a psychiatrist by profession, so he explains every subtle components of any problem in such a way so that it becomes crystal clear to his listeners. This is how I interpret his 3 stage process in my language;
1. Forming an image,
2. Consuming that image
3. And then finally walk out with a perception in these 3 stages.

Here I am forced to think or I would rather say that these things take me somewhere, some kind of abstract thinking I don’t know where I find myself relating services marketing to customer relationship .after all I am supposed to perform these type of job that involves relationship building. This is important to me because I am a person who has been still living with a pain of broken relationship and the irony is that I am going to work in an organisation where my profile would be relationship manager means handling customer relationship. I am confused cos how can I manage relationship with customers wherein my personal relation has become an utter failure.

Why a relationship breaks? Why people walk out of a relationship? And more importantly what feeling do they walk out with? The feeling is nothing but a perception .Perception the word which I hate most....

We make perception out of anything as if we are the judge of Supreme Court and these perceptions are built on the basis of evaluation...pre-evaluation and post-evaluation....same like when we purchase any goods for our own use, we do the pre-purchase evaluation and post purchase evaluation. And the best part of the story is “When you get more then you expect more”....and here comes one more horrifying term “Quality”. We think about quality when we don’t get what we want.

Quality is perception that we get from any kind of service. Similar way Quality has something to do with relationship also. In personal relations, we expect the other person to be extremely perfect irrespective of our own imperfection.

In service marketing we have been taught to understand the pain of the customer goes through. Are we really bothered about the pain that each one of us must be going through in our lives? Well, we are so indifferent ,inelastic and insensitive to our own feelings. We cannot evaluate ourselves then how can we evaluate others?

And now coming to others and what perception they have about us and how they evaluate us ?
I have only one thing to say,Never try to mend the perception what others have about you ....you will end up losing something very precious...All we can do is stimulate and relax because “Evaluations are always biased....”........
This is my perception :)
soma