Tawanda thought he was a good husband.
He really did.
He paid school fees on time, brought home cooking oil during the shortages, and even fixed the Wi-Fi when it misbehaved. Every time Rudo complained about something, Tawanda jumped in so fast :
“Noted. I’ll attend to it immediately.”
He thought that’s all marriage needed ….efficiency.
But little did he know, he was running a “Customer Service Department”, not a “Customer Experience Company.”
The Warning Signs
It started with small things.
Rudo would come home with a new hairstyle and ask,
“Do I look nice?”
And Tawanda, while scrolling through his phone, would say,
“Yeah, you always look fine.”
Fine?
That’s the same response you give when your mother asks if the sadza is ready.
Tawanda never realised that while his service delivery was excellent, his customer experience was on life support.
He did what was required but never went the extra mile.
The Break-Up
One day, Tawanda came home to an empty house.
No Rudo. No smell of stew. Just silence and a note on the fridge:
“You did everything right, but I never felt loved.”
That’s when it hit him he’d been offering good service but zero experience.
It’s like a restaurant that serves fresh food but never smiles.
The food might be hot, but the customer leaves cold.
In Business Terms
Let’s say you own a hotel:
● Customer Service: You greet guests politely, check them in, and fix their key card when it fails.
● Customer Experience: You remember it’s their anniversary, decorate their room with flowers, and play music softly in the background.
See the difference?
One says, “Welcome.”
The other says, “We missed you.”
In marriage and in business Customer Service keeps them, but Customer Experience makes them stay in love.
Tawanda finally learnt his lesson.
Now every morning he texts Rudo:
“Good morning my VIP client. Thank you for choosing Tawanda Enterprises where your happiness is our top priority.”
And guess what?
She came back!
Your business might be fast, efficient, and professional but if your customers don’t feel loved, you’re just another Tawanda with Wi-Fi and a to-do list.
So today, don’t just serve your customers romance them.
Make them feel seen. Make them feel special.
Because in the end:
Customer Service fixes problems.
Customer Experience prevents divorce.
Happy Customer Service Week!!!
By The Chartered Vendor
#Thecharteredvendor #Sellinglikeavendor #Salesequalsmjolo #Whyafricanbusinessesdieyoung #CustomerExperience #EntrepreneurMindset #AfricaBusiness #SmallBusinessTips #BusinessHumour #LeadershipMatters #DontBeLikeTawanda
