"This is a loyal customer, just penalise him," this is what I have undergone.
I am a sort of guy who doesn't like to have a change frequently. This means, I routinely visit to two or three restaurants, the same convenience store, as well as the same hairdresser. All of the shop keepers and employees can recognise me a loyal customer.
A part of them treats me like a friend, we can have a casual talk. The rest of them keep providing worse and worse service. This time is worse than last time and I can expect next time must be worse than this time.
My hair was quite long and untidy. So, I decided to have a haircut. The same female hairdresser I have found for nearly one year. She possesses a good skill of haircut, but bad service attitude. I experienced to sit at the salon, waiting her for more than 2 hours even I made an appointment. This time, I didn't need to wait but she didn't complete her job duty.
A normal haircut practice in Hong Kong is that, a customer has a hair wash before having a haircut. After then, a junior staff washes the customer's hair again for cleaning the small hair pieces out, and the hairdresser would come to dry and set the customer's hair.
The female hairdresser brought me a brand new experience. She just ordered a junior washer to dry my hair and asked me to pay for the bill! She hadn't completed her job duty obviously. That female hairdresser didn't even respect me, as well as her job.
Actually, penalising loyal customers is very common in Hong Kong, such as telecommunication companies charge loyal customers more than new customers.
Business people should think about that if customers have choices, they would NOT come to use their services or products frequently. They often come, this means they don't have any choice. Therefore, it doesn't matter to treat them badly.
If a business doesn't retain loyal customers and find new customers, it will go out from business eventually. It's just a common sense. That's why there are many small businesses which would disappear in the market within one or two years.
I also wonder why Hong Kong people cannot provide good services?