2009-11-07 - 12:34 p.m.
If you happen to be an Indonesian who likes to eat at Padangese Restaurants, you might be familiar with their favourite quote after the costumers having the meals:
"If you enjoy our meals and services, do tell your friends and family. If you don't, tell us."
Or perhaps, the other restaurants and other places usually have their suggestion boxes strategically placed where costumers can see and have easy access to. What for? We are not just talking about business people conducting a survey on their costumers' reactions here. They are also anticipating criticisms from dissatisfied costumers, in order to maintain their products to be better.
In theory.
Why do I say 'in theory'? Because in reality, it is just not that easily applicable - either for the critics and, most critically, the criticized.
As humans, how ready are we to be criticized, instead of just being the critics? That question is forever rhetorical. We are also aware of the fact that one is easier (and much quicker) than the other. Expressing disappointment tends to be more automatic than accepting criticism. Why? Accepting criticism often takes time. It requires a lot of deep thinking, analyzing, struggling against denial over what might be brutally true - until it's time to finally accept and let go. That, if everyone can (and want to) reach to that stage. The process can be long and painful.
There has been a popular theory about being a (good) critic. If your criticism is based on solid facts and delivered with soft-spoken decency, then you are safe. No hard feelings from the other side.
If only it would work for everybody.
Sadly, there are those who still have a hard time listening with an open mind (and heart). Even the most subtle critic can still burn them. Why? Maybe they forget (or even choose to ignore) the fact that they too are imperfect mortals. They make mistakes, but they somehow worsen it by refusing to acknowledge criticisms as a sign of friendly warning, not a merely personal attack of insult to bring them down. The worst possibility? If they have enough money and power, they tend to simply use it to make the life of their so-called 'insolent' critics a living hell on earth. Sad but true, but it has become the same old, familiar but treacherous plague in my country once again.
Back to the Padangese restaurant's quote. I personally believe that it is a sign of good will, modesty, and - most importantly - better services in the future. It shows that they truly care about their costumers' satisfaction with their products and services. Instead of just asking "Why don't you like us?", they are also open to a more specific question: "What can we do to be better next time?"
I have had a similar experience about business and costumers' satisfaction. It happened when I visited a cybercafe called 'MC-Net' in Blok M's bus terminal. At that time, they'd put a blocker against all (considered) pornographic sites. It was okay, I guess, until I couldn't access my Yahoo and Facebook account because of that. Feeling frustrated for having spent my money for nothing, I hadn't just let out a loud, angry protest - but also posted my complaint on a public forum on Facebook the moment I visited another cybercafe. One worried user warned me there about me ending up like Prita Mulyasari, a mother from Tangerang who has been put in jail for having e-mailed her friend about Omni International Hospital's unsatisfactory service. Her friend later forwarded the e-mail to a mailing list. That is how Prita got arrested.
Fortunately, I am still safe. (Hopefully I will stay that way.) In fact later on, when I revisited 'MC Net', they have made Facebook accessible again. I don't know if I had ever had something to do with it, but at least it is a good sign. They may only have a small business downtown, but at least they still listen to their costumers' complaints and play fair. They care.
If business people refuse to listen to their costumers' complaints, can we ever blame the costumers for telling - or, you could say, warning - other people not to use certain products or come to certain places?
If Omni Hospital hadn't behaved so outrageously, Prita would be home by now with her family and people wouldn't have to keep donating tons of coins up to 200 million rupiahs - just to bail her out of prison and make a joke out of them. Their reputation wouldn't be tainted by their own arrogance.
One thing is crystal clear here: If you still have a big, fat ego that leaves you unable to accept criticisms, don't work in any services department. You might only end up getting people to disrespect you more.
The Author
