Businesses and customers need to stop “faking it”

Meg Ryan and Billy Crystal in When Harry Met Sally. (MGH/UA Home Entertainment)

A friend  shared a link to a news story today that says up to 80 percent of women fake orgasms when they’re with a partner. It got me wondering, strangely enough, about how many customers are “faking it” with businesses, too. (Why the two thoughts connected in my brain is just one of those scientific phenomena for which the world may never find an answer, but I digress.)

The reality is that we, as consumers, are constantly asked to give feedback to businesses who are desperately seeking to please us so that we can’t wait to, shall I say, “share an experience” again.

According to the MSNBC story noted above, one researcher reported that, “women were making conscious vocalizations in order to influence their partner rather than as a direct expression of sexual arousal.” And don’t we do the same thing as consumers, because we’re either too shy to speak up or simply figure it will be faster and easier to fake it than to offer truthful feedback?

When you are at a restaurant and a waitress or manager stops by to ask, “How is everything?”, don’t you generally say “It’s good” and then return to the table conversation already underway?

When you receive an online survey from a company you just purchased something from, do you ever bother to click through and participate, or do you just close the pop-up box and move on?

And those 2-foot long receipts that stores print out with the special survey codes for you to enter and “Tell us how we’re doing,” — does anyone ever remember to do those when they get home?

Even if you do complete a survey, are you being honest when filling out the bubbles and do you take the time to type in additional comments?

Companies often think they are providing good customer service if they don’t hear any complaints, but that’s a huge mistake. I’m sure that guys who brag about always bringing a woman to orgasm would be shocked to hear how their partner describes the situation to her girlfriends.

And while social media venting helps, you still don’t know how all of your customers are describing their latest interaction to other people.

That’s why businesses and customers need to stop “faking it.”

From a business standpoint, the next time you contact a customer to find out if they’re satisfied, remind them that you really are in it for a long-haul relationship and, as one researched noted, “In general, honesty is the best policy.” Of course, that also means doing your part to provide the best customer experience possible, even if it means hearing that your tried-and-true technique just doesn’t cut it any more.

From a consumer standpoint, think about the feedback you’re providing to a business. If all you ever do is fake your satisfaction, you are in for a rather unsatisfying relationship — and where’s the fun in that?