Business, Consumer and Relationship - Dilemma of Service

(I'm writing with a huge sense of responsibility and I hail the doctrine of Liberty, Equality and Fertility.)

Convenience always paired with the term service. As the global grew more demanding, social structures making progress, from zero to hero or from poor to rich as promised by the idea of capitalism. Hence, the business which our ancestors practiced hundred years ago in a time of barter trading are now flourished with variety of goods to choose, variety of services we could pick, and end result of our life are depending on the decision we make to acquire whom or to favor whom is this flamboyant free market.

This the the core idea of economy studies, this is the main subject we emphasized and took concern. It is because we as a human always have a right. To choose the provider which can in return provide us in our personal interpretation of favorable.

Hitherto. The business environment has progress from exchanging between goods to currency (money). As the fundamental of trade is the core guideline, the progress that we're now appreciating are the most basic concept of service. It is like a chains. A laymen works to earn money, in order for the laymen to earn his money is by providing his service to his employer (in other term, customer) this two party are providing with each other in a natural hope that they both will obtain a relevant rewards and incentives as what logical according to their perspective. The central bank printed the money in order for the inhabitant of the nation to utilize the money, as the money circulate, th nation economy will flourish. In this concept, the central bank is an employee to the government (employer). When the printed money exceed the total requirement, inflation arise or vice versa and the result is deflation. When the laymen felt that his reserve money are not in use, he kept it to the bank, this will make the bank acted as a employee to the laymen. So, the main idea will always to go the term service.

Most people were not aware about the meaning of service. The terminology of service according to Oxford English Dictionary means:
• noun 1 the action or process of serving. 2 a period of employment with an organization. 3 an act of assistance. 4 a ceremony of religious worship according to a prescribed form. 5 a system supplying a public need such as transport, or utilities such as water. 6 a public department or organization run by the state: the probation service. 7 (the services) the armed forces. 8 (often in phrase in service) employment as a servant. 9 a set of matching crockery used for serving a particular meal. (in tennis, badminton, etc.) a serve. a periodic routine inspection and maintenance of a vehicle or other machine.
• verb 1 perform routine maintenance or repair work on. 2 provide a service or services for. 3 pay interest on (a debt). 4 (of a male animal) mate with (a female animal).

Everybody provides service, as I explained on earlier paragraph, service is the most common necessity which what we as a human are required. Service creates a relationship, trust and respect either from provider or receiver. This positive result of service will hence nourish the business, making the market more competitive, generating a strong environment and stabilizing the business. This vital concept are therefore shall not be neglected or refused.

The nature of services nowadays are not as what we expected. The pursuit for extra miles services are in demand by consumer. As human mind and expectation progress, consumer can evaluate the kind of services they hope for. For example, If a customer proceed to a Jaeger Le-Coultre boutique, they expecting an espresso or coffee served to them, they shall inquire a full explanation in detail about the particular product, from where the sapphire came? 15k or 21k gold? which nation does the diamonds derives? et cetera. In this scenario, the service provider need to equip himself a full knowledge of the product, probably the knowledge gained not from the pamphlet or brochure of the product, the service provider also need to entertain the customer for whatever he requested and in a possible circumstances to fulfill it. But this scenario will be different if the customer went to a normal watch shop, where the sales person shall not wear any long sleeve or neck tie, and possibly had no deep understanding about the product that they'd sell, worst, the might not possibly interested to entertain you. According to their unofficial motto, "you want it, buy, don't want, go".

So the extra miles services are come to a very significant value to consumer, and this idea and concept are drastically implemented to most of the retail sectors to cater the need and demand from the customer.

Question is, what if the service are not provided? effect and consequences?

Few consumer believes that is they make a complain to the higher management, the issue will be solve like a magic wand. In reality, this is not Hogward, there's no Harry Potter and his gang. There's always be a consequences for what ever actions we made. More consumer find it is convenient to just pick up the phone or email the management and complain, some of their words of complain are not even happen at all, but it just naturally created by them without them notify due to the anger they carried during the complaint. In a relevant state of mind, this action will causes the service provider to change and progress according to the complainer advises, but actually it will worsen the situation. As the complain obtained by the management, they will have a different perspectives about their operation and employee, they might also presume the complainer an insane customer. Not that I admit the business management perception are rotten as it is, but the weight of this matter is not as crucial to them rather than developing a new marketing plan in order to attract more customer and more investor. (unless there's a group of angry and dissatisfy banning the business and inviting others to do so)

Bad service creates bad relationship and good service makes customer happy. We all agree with the term. McDonald with their trademark "customer is always right" has absorb the ideology, honestly, I hate the term, customer never right. A service will somehow creates an unintentionally relationship. Buy and sell activity makes us related. We need services, and when a service is provided, there's a legislation to protect consumer and service provider. But does the legislation can solve this dilemma?

Tons of bills has been passed by the parliament in the whole world due to the concern of consumer. Consumer right organization are campaigning to the public to gives information and their right, they also act as an adviser to the problem that consumer faced. But this will not help entirely the process. There will still be problems they consumer might face. So what's the remedy?

Culture, mind-set and the ability to interpret is the remedy we are looking here. Both party need to provide service in order to achieve this changes. Changes need a full cooperation from every party, to create a new perspectives of service delivery, to emphasize the important of service, creates a harmonious and competitive market. Complaining is crucial, complain indicates concern, to built a more customer oriented environment. As a provider of service, there's nothing wrong to give an extra miles, to extend the smiles and acted more professionally then ever. It gave the impression, it creates a trust and confident, it makes a strong bond of relationship and it will enhance the economy.

Business, Consumer and Relationship are very important, the weight of this matter shall not be accepted as normal. Let's think and creates more professional environment, be the one to be love not to be hate.