It is an interesting phenomenon here, customers need and are responsible to know and establish good relationship with the shopkeepers in order to beg for good sales services. Totally reversing nowadays business philosophy (customer relationship management) of which the services providers shall tried their best to know their customers’ needs, know who they are, recognize them, establish good relationship, offer the right services to them and hope they come back and buy again.
We are too tolerating poor services companies. I disappoint with Fxx Kxx's customer philosophy as they value only the customers they have known (their big spenders who spend couple of hundred at a single visit), but do not want to attract NEW customers (who begin with buying a couple of $5 dollars neon tetra, but might have the potential of buying $xxx dwarf Cichlid later). My observation here is that customer services were the things they should have provided to us long time ago, right now they are giving back to us little by little and we are very 'happy' with it.
I still buy things from them, the ONLY reason is they can differentiate themselves by offering good quality and unique products that other stores cannot offer. Though they are selling at a premium price, I willing to pay for quality products. Fxx Kxx is like monopoly in fishstreet (in the past Wang XX also selling good products), we have NO choice at the moment.
I sincerely wish other stores in fishstreet can catch up the products with Fxx Kxx and providing good customer services to us.
In long run, we cannot have good quality services in monopoly industry without competition. They may be good to us today, but who knows tomorrow. They can select whom to sell, but we cannot select whom to buy from. The aquarium industry in Hong Kong need to reform.
Having said that, the determinative factors of the introduction of competitions is the SIZE of the industry. How many hobbyists in the market and how much they spend per year determines how many stores can survive. To the best benefits of us, we shall encourage more people to like this hobby, more people to buy aquarium products, more stores can survive, we have more choices
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