Now I can easily spend my time using this blog to vent my frustrations on the obvious things going on in the world like racism and what I call "the Pussification of America through Political Correctness," but what good is that if I'm not going to be equally critical of my own people when they've got it coming?Regarding a discussion of how black owned businesses are operated, a friend of mine said:
"A lot them don't understand what customer service is. Some businesses feel that they are doing you a favor versus you paying them for their services. If some of the businesses were more professional them maybe black businesses would have a lot more businesses and support. Just because they are black does not mean we owe them our business."
There you have it. Please allow me to add to it!
About four years ago, there was this little Jamaican restaurant around the corner from my job. On my squad, we all took turns & at the end of the work week one of the guys in the squad would bring in some food for everyone else in the squad before we went out on the road.
I went to that restaurant & had placed my order one week in advance. On the date I needed the food, I called the guy and told him I would be there to pick the order up before 7:30pm. Unfortunately, I couldn't get there until 7:45 - AND THEY WERE CLOSED! If that wasn't bad enough, the sign on the door with the store's hours said they closed at 8pm! They closed EARLY!!
Let me tell you, it's not a good feeling having to tell 15 hungry cops you don't have their food! I knew that if I ever stepped foot in that store again I would be cussing somebody out, so I sent them a letter expressing my dissatisfaction. Less than a month later, for whatever reasons, they were closed.
However, I'm a glutton for punishment because I never want to be accused of NOT supporting black owned businesses, and I want to keep the faith that there are some good black owned businesses out there. I have no problem supporting black owned businesses, but I have to see some serious establishment and purpose first. Additionally, I do not find patronizing a multi-level marketing scheme as supporting a black owned businesses because even though there may be a brother or sister IN it, they're not at the top of that "pyramid," so it's not THEIR business.
While I do not 100% believe that "the customer is always right," I do know enough to realize that great customer serivice is a matter of being accomodating just enough to keep your patrons content without capitulating to every complaint.
The problem with many - dare I say - MOST black owned businesses is that they want to make as much money up front as possible. This short sightedness is the leading cause for the shoddy performance and eventual downfall of most black owned businesses.
When you focus on that "up-front" dollar, you might get yours off the top or up-front, but you may also have a dissatisfied customer who has now developed the "fool me once, shame on you; fool me twice, shame on me" mindset, and you will not get another dollar from them. However, if you provide a quality product or service with politeness and courtesy, you will get both repeat business and referrals, and THAT is where wealth building comes from.
Until our people as a whole can embrace this reality, many black owned businesses will be nothing more than temporary two-bit hustles.
3 comments:
Professionalism and education, two things lacking in Af-Am communities in general.
I've always associated Professionalism with Good Customer Service, although they're not necessarily the same thing. For a number of reasons, Professionalism isn't seen as positive or needed in small businesses. But it is essential to any business, and especially one that deals with the public.
I think Education is the path to financial planning- among other things- and without the ability and understanding needed to plan in the long term, the short-term/up-front money mentality of small business owners will continue to defeat them.
I have said this on more than one occasion. There is something to be said for going to another part of town to get good service, clean environment, and a pleasant experience, it may be wrong, but many people do it. Me included. As a business consultant most of the time when I have a conversation with Black-owners they are not concerned with the basics of attracting customers like service, environment, professionalism, presentation, and organization. And that has everything to do with mentality. Without a desire for excellence the mentality will remain status quo and below.
This is interesting and I think that was a dirty stunt that the restaurant played. However, I've had a different experience with many of the Black-Owned businesses I've dealt with. Excellent customer service and then some. Don't get me wrong, I've had my share of "sucky" experiences too, but those were with black, white, asian, and pakistani businesses alike. I do hate to find black businesses that make me feel insulted because it feels more personal.
Thanks for your blog. I enjoyed it!
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