Americans evaluate services first by whether they deliver results. Did the service accomplish what it was supposed to accomplish? A service that doesn’t produce intended outcomes is a failed service, period. Pleasant interaction, professional presentation, and responsive communication cannot compensate for failure to deliver results.
The question “did it work?” is where all service evaluation begins. This means outcomes are the threshold requirement. Healthcare services must improve health. Legal services must advance client interests.
Consulting services must solve problems. Repair services must fix what’s broken. Only after confirming outcome delivery do other qualities become fully relevant.
When Americans complain about services, outcome failures top the list. When they recommend services, outcome delivery is usually assumed. Build your understanding of American service expectations on this outcome foundation—everything else builds on it.
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