This week, I experienced something that caught me off guard. A place I’ve been frequenting for years—a place I’ve genuinely enjoyed—has now started holding my less frequent visits against me.
Now, don’t get me wrong. Over time, my relationship with this place has become casual and full of jokes. And yes, I do go there far less than I did a year ago, but not because of them. My habits have simply changed.
When I think about it, I can understand that in certain cultures, this approach might be normal—teasing customers or making joking guilt trips to encourage them to visit more often. But for me, and for many of my local peers, this feels exhausting. We tend to care deeply about what others think of us, so even lighthearted remarks can weigh on us.
This has now reached the point where I am seriously considering going elsewhere—somewhere where I can simply be a customer, without any personal connection, where the only thing that matters is the quality/price ratio and not the expectation of a social bond.
But should this cultural gap even exist?
The people running this place have been living and working in Luxembourg for nearly 20 years. And yet, here we are. Is Luxembourg’s culture really so different? Is it too easily offended? Or has my own paradigm shifted, along with that of the people I discussed this with?
The Evolution of My Customer Experience
When I was younger, I loved the feeling of being recognized and appreciated in places I frequented, even in a business setting. Being treated as a “buddy” rather than just a customer was invaluable to me.
Back then, I might have even enjoyed these types of jokes—perhaps a lot!
But today, my priorities have changed. I now place more value on:
- Ease of access,
- Effortless transactions,
- The ability to “log off” from social interactions when I choose to.
Reading this back, it reminds me of how I feel about my phone on weekends—where every ring or notification feels intrusive. Am I shutting down?
What Can We Learn From This?
- That customer expectations evolve over time?
- That service providers need to master non-verbal communication and body language to better read their customers?
- That limitless choices and the anonymity of the internet make customers more detached and harder to retain?
I’m not sure. But I’d love to hear your thoughts!
