“Your most unhappy customers are your greatest source of learning." - Bill Gates

I’m sure by now in your adult life the term “the customer is always right” has been presented one way or another. Many times when I go on my VenChi adventures, I test the waters with the different restaurants or shops. Recently I went to a restaurant and sat at the bar. I saw 3 employees in the corner talking and for almost 10 minutes I sat there before one of them brought over a menu. I do this to get a feel for the atmosphere; I personally am not going to spend my money, give a feature or give a good word on somewhere I don’t feel welcomed. I am a believer in what’s good for the goose is good for the gander; for the most part that is. C’mon, what kind of source would I be to commit such an offense?!

Now I’m not gonna say that the customer is always right, given my experience as both the merchant and consumer, however I will say that the customer IS the reason why the world or business continues to go around. Lately there has been an ironic trend from consumers who come across friendly and attentive staff. Can you guess what it is? If you said perplexed, you hit the nail on the head. Okay, I know no one said perplexed, but I’m sure something close. Consumers today tend to feel a lot more weirded out with friendliness and the tentativeness, versus your standard “What would you like? Okay, I’ll put it in I’ll be back when it’s ready”. Or from a realtor standpoint, “What’s your budget? What area are you looking at? Okay, I’ll let you know when I find something for you to view”.

“I made an agreement and accepted this job willingly. Who would I be to give anything less than great service?”

Either way it goes, mediocre service is sadly becoming the norm. Almost scary really, for both the merchant and consumer. When my husband and I ventured over to Asia, we were caught off guard with the care and service we received. We stayed at the Shangri La hotel and from the person who checked us in, down to the patron who refreshed our towels, the service was impeccable. I had to ask one of the locals about the customer service mindset and they gave me a response I will forever hold on to, “I made an agreement and accepted this job willingly. Who would I be to give anything less than great service?”

So the next time you’re playing the role of either the merchant or the consumer, think about what’s going on around you. Do you notice anything? Matter of fact, are you able to make a change in the experience? Feel free to let me know your thoughts!


- Nel

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