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In the business world, understanding customer experience is crucial, and sometimes, everyday life provides the perfect examples. Let me share a recent Sunday lunch experience with my wife, which sheds light on a powerful concept called the Johari Window.

Picture this: Post-church, we’re deciding where to eat – a monthly ritual, usually decided on the fly. Our journey through options this time was quite telling.

First up was a restaurant with a stunning view and an acclaimed chef, a name you might recognize from Masterchef Australia. Sounds ideal, right? But, I passed on it due to a pesky issue – parking there on a Sunday is a headache. This minor inconvenience alone tagged the place as ‘troublesome’ in my mind.

Our second consideration was a recommendation from friends, conveniently en route. However, a previous visit there left a sour taste, not because of the food, which was average, but due to the acoustics in a particular dining area. Overwhelming noise levels spoiled the ambiance. Maybe other parts of the restaurant were better, but that experience was enough for me to cross it off the list.

We settled on a familiar place, previously known for its great food and atmosphere. This time, however, we noticed a change – the food was fine but not exceptional, and the usually vibrant environment felt lackluster. This decline, especially compared to our past visits, was a letdown. It seems we weren’t alone in this sentiment, judging by the quieter scene. Our likelihood of returning? Not high.

This dining scenario brings us to the Johari Window, a fascinating tool for understanding self-awareness and communication, particularly in a business context. The model is made up of four quadrants:

Open Area: Known to you and others – like a restaurant’s menu or location.
Blind Area: Unknown to you but known to others – perhaps the parking issue or the noise level in a dining room.
Hidden Area: Known to you but hidden from others – maybe the chef’s special techniques.
Unknown Area: Unknown to both you and others – unforeseen factors affecting the business.
In each of our restaurant choices, there were elements in their ‘Blind Area’ that impacted our decision. The first restaurant might not be aware that their parking situation deters customers. The second might not realize the impact of a noisy room on the dining experience. And the third may not recognize the subtle slip in quality and atmosphere.

For business owners, the Johari Window is a valuable lens through which to view customer experience. It encourages us to seek feedback and observe our services from an outsider’s perspective, helping identify and address these blind spots.

To sum it up, our lunch decision is more than just a tale of choosing where to eat; it’s a lesson in customer perception and business improvement. The Johari Window offers a way to uncover what we might be missing about our service and how it affects our customers. By understanding and adjusting these blind spots, we can enhance our business’s appeal and success.