American service culture positions the customer or client as the one who holds power. Their judgment of quality is what matters. Their satisfaction is the provider’s responsibility. They can take their business elsewhere, leave public reviews, escalate complaints, or invoke consumer protections.
Structural features of the American marketplace — competitive alternatives, review platforms, return policies — all reinforce this power dynamic. When serving American clients, understand that they expect you to earn and maintain their business through consistently satisfying service. They do not feel obligated to stay; they feel empowered to choose.
This means every interaction is an opportunity to either strengthen or weaken the relationship. American clients expect you to take their feedback seriously, to respond to their concerns promptly, and to treat their continued business as something you must earn, not assume.
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