We usually transact with three types of people.
The first one is friends. And the transactions are mostly non-financial. We babysit their kids, help them with our advice whenever asked for, pick them up and drop them whenever there is a car problem. And we don't keep score. Mostly.
The second type is strangers. The billing lady at our local grocery store, the coffee shop, and even our doctors. The transactions are mostly financial. We don't want to have a personal relationship with them. Instead, we choose to pay all our debts in the form of money.
But the most complex and problematic one is the third category. Our customers.
We can't bring them closer and make them our friends. Because, in that case the whole purpose of doing business goes away if we stop keeping scores and maintaining numbers. Right? On the other hand, we can't treat them as strangers either because it is a rational strategy to try to convert them to loyal customers so that there are repeat sales.
It is very difficult to maintain the balance.
And what is even more difficult is, to acknowledge the fact that most of the people whom we transact with are our customers. In fact, almost all of them.
Abhimanyu Gupta lives in Chesterfield, Missouri with his wife Nilanjana & son Anusurya. His profession is software testing and his passion are music and books. He can be reached via Email, LinkedIn or Facebook.