Confrontation. People are passionate; albeit about different things but nevertheless passionate. Therefore, when passionate people meet through business, their levels of passion are often magnified by the levels of investment, stress, importance and overall experience each of them had during the business transaction. What gives this collision of passion a bad name within the Black business community is the inability to identify poor service issues and acknowledging poor patron measures. The existence of poor service and poor patron experiences, makes for a lasting negative correlation between Black business and success, that we all can help dismantle.
You’ve seen it. I’ve seen it. Everyone’s seen it. It’s the scene of a disgruntled customer attempting to bring an error to the awareness of an employee of a black owned or operated establishment. It’s a scene of grand theatrics, a lack of communication and emotional escalation of legendary proportions. There seems to be no alternative but to call this situation a draw, where all parties lose. As the onlooker, you feel helpless but you also analyze each character to identify who you were in the scenario. You envision how you’d change the situation or how you’d taken a stronger stance but only react in silence or shock as you take mental notes about the establishment. They’ve received a red flag in your mind but did you properly assess if what you witnessed was due to poor service or poor patron infractions. Poor Patron infractions look like rude, short, disrespectful patrons that don’t adhere to policy, logic or decent human principles. Those people are not your concern; unless you have the personality to correct any wrongdoing you witness. By all means, handle that. Poor Service infractions can definitely be addressed and corrected. Speaking to immediate leadership, contacting corporate offices, writing formal complaints, rectifying issues legally are all opportunities for patrons to ensure Black businesses strengthen the overwhelming agreed upon issue as to why Black people don’t support Black businesses.
Author Erika N. Wilson
Wilson is a serial entrepreneur, writer, Violinist/Instructor and non-profit superhero. She enjoys building a life with her hubs and pup-daughter, building her brands, loving on her loved ones, and connecting people to people, places, thoughts and things.