The Difference Between Try and Triumph is A Little Umph
Guapiles Travel Blog› entry 6 of 18 › view all entries
The past week of my life has been filled with an abundance of hard work. Although I enjoy a challenge, I have been struggling to see the light in this darkness as the majority of my hard work has resulted in disappointment.
I have been working with another intern from the United States on a survey that measures client satisfaction. We constructed a thorough, two page questionnaire and tested it out on a group of clients in Guapiles. The group consisted of twelve women who all sold a variety of cosmetic products and clothing from home (pictures included). They were applying as a cohesive group for a large secondary loan at the time that we visited. Without thinking, we distributed our client satisfaction survey with the paperwork for the secondary loan.
I spent the entire weekend pondering the aforementioned questions.
Grameen Bank measures client satisfaction by focusing solely on client preferences. For example, they would ask “Which loan term do you prefer for your business?” and provide the following options for answers: “18 months, 12 months, 6 months, or 3 months.” If the client selected the loan term that they presently have, it indicates satisfaction. If not, it indicates that there is room for improvement. Overall, the entire survey is ranked like a grade point average on a 4.0 point scale. This enables Grameen Bank to measure the overall satisfaction for each component by providing a letter grade. An A indicates complete satisfaction, a B indicates satisfaction, but with room for slight improvement, a C indicates some satisfaction, but with obvious need for improvement, and so on. I believe that the utilization of this style of questionnaire as well as this ranking system for the answers will provide us with the results we truly need, not just the ones customers think we want to hear. We will be working this week on constructing another survey with our new, guiding principles and ideas from the Grameen Bank Model.
From this experience, I learned a few very valuable lessons. First, I learned that I will never know if I am doing something right until I have done it wrong. Second, I learned that you cannot simply plow a field by turning it over in your mind; instead, you need to do some hands-on work in order to make any progress. Third and most importantly, I learned the various ways in which adversity and disappointment, two perceivably daunting emotions, can actually be used as motivating forces. Although I have been disappointed, frustrated, and a bit stressed out, I have been able to channel this negative energy to create positive results, to come up with a new idea, and to start anew.