Based on the various strategies put in place to emphasis customer care in business, one wonders weather customer behaviour is good or just being ignored? Customer care is very important since it creates more opportunities of the business operator to benefit from it thus it attracts more customers hence more gains. This automatically suits the say “Customer is the boss,” of any business operator alongside the owner of the business. Briefly clarifying on how the customer is the boss, they (customers) determine the life span of a business implying that a business can not exist with out customers or sales based on its expenses. In that perspective therefore, they deserve due respect and quality services to fulfill the true context of business. However, bearing in mind that a customers or clients can as well turn to be a seller, dealer or manufacturer, it is important to note how different customers behave in business. Briefly clarifying on how the customer is the boss, they (customers) determine the life span of a business implying that a business can not exist with out customers or sales based on its expenses. In that perspective therefore, they deserve due respect and quality services to fulfill the true context of business. However, bearing in mind that customers or clients can as well turn to be sales men, dealers or manufacturers, it is important to note how different customers behave in business. A customer some where is as well a sales man based on what he buys and to whom he makes his or her sales. Just to bring it at a bigger picture, customers too need to behave, considering the importance of services provided. It is in such image that both parties are equally important. The major aspect in here is that indeed the seller should respect the buyer since the market place belongs to the seller. However, like I said before the one who gives a service benefits out his or her efforts to give it. And he who is served derives satisfaction from the service. The challenge in between is how best can either sides benefit from each other in a deserved manner. Well, one may wonder how a customer can surely misbehave…. However, the logic may as well be simple and derived from how a seller can as well give poor services to a client, yet he spends the whole day waiting for buyers. With out sympathy or favor of either parties, it is important to note that good services can be derived basing on both parties. This drives me back to emphasis that as customer care is being agitated for; customer behavior should not be ignored. This is based on its roles to attaining customer care. Precisely, the least to my knowledge is that good customer care is when all clients are served at the best of their satisfaction which includes quick response to customer demands, using a business language thus smooth and encouraging welcome of customers and many more. Attaining the above and others never mentioned is a challenge to many. However, I must here say that it is necessary to note that although many factors leading to failure in customer care originate from the sellers side, customer behavior sometimes contributes to failure in customer care. Alice working with Chez Restaurant in town said that it is in her interest to serve customers the best way possible, but sometimes other clients forces her to give unfair services to others in their favor. She explains that some clients come after others but would love to be served first. To her, it gives her hard time in making a decision. “First come first serve” Betty says it’s what her kind of work puts forward. “Of course I know the right way to give my services, but being that all are my customers, I feel they should be served the best way so that they can appreciate my services,” she said. She added that giving good services to his customers among others is the major way through which she contains and attracts more of them. However, among the challenges she experiences is offering a service to oppressing some in favor of another’s. “I believe I should serve all my clients depending on the right procedure, but others force me to serve them before their colleagues who came before,” she said. She explained that in such situations, when she fails to comply with unfair demands from customer B, her services are easily branded with all sorts of funny marks. But she pointed out that although some time such marks are labeled; other customers get to understand how professional and intelligent we are as we carry on with our duties. Added that it also gives a true and bigger picture of what and how an institution handles customers. “This portrays exactly the system of work with in the institution,” she noted. She added that when clients realize such wrong tendencies, there will be no ways to avoid tags like poor customer care, incompetence, and many other related marks. However, she said that if clients realize that such tendencies are not entertained, they easily cop-up with it unlike when some get used to it. Despite the fact that Alice gave various ways through which customers can contribute to giving poor services, she finally admitted that they should be treated in a special way in order to carry on with business. “Business must go on for that case learning to handle customers with care is important irrespective of their personal states,” she noted. bab_su@yahoo.com
