I consider myself to be a loyal customer. I like consistency. I appreciate the opportunity to buy a reliable and affordable product. I also enjoy the ability to interact with people who work hard and provide great customer service. If you can give me what I need, advise me when I need help, and make me feel good about spending my time and money at your establishment, I’ll keep coming back.
In Madagascar, the concept of customer service is a little different from what I’m used to in America. Most transactions are pretty black and white here. Either you buy the product or you don’t. So in my experience, there’s not a big attempt to lure in customers and try to up sell them. There’s usually a dozen places that sell the exact same products, so most stores don’t have the benefit of being particularly unique. What you see on display in a store is what you get to pick from. Good customer service, in the eyes of most Malagasy people, means being able to skillfully haggle when appropriate and giving a desirable mix of small bills as change.
In my community, there are a handful of people who I am fiercely loyal to. Most of these loyalties were formed very shortly after I arrived in Andapa. During my long and awkward transition into my new life (possibly even still working out a few kinks), these people helped me and I never forgot that. In other situations, I’ve discovered people along the way and developed a consistent routine of buying things from them. But with each situation, I enjoy the relationship that I have with these people and the way they make me feel. Maybe it’s an aspect of small town living that I never experienced in America, but it’s huge part of why I enjoy living and working in my community.
I’d like to share my thoughts on some of these special people:
The Onion Sellers
During my first few trips through the market, the large piles of onions and garlic in this small shack at the end of the market road caught my eye. It’s a husband and wife team and they sell onions, garlic, beans, and sometimes coffee. The woman is very friendly and she speaks Malagasy in a simple and clear way, much easier for me to understand and reply to. The man is also very cheerful and he likes to show off the handful of English phrases he knows. They quickly learned that I prefer the big onions, so now they help me dig through the piles and pick out the best onions they can find.
The Tomato Lady
Although our conversations almost never branch out beyond “Hello, how are you?”, I can’t imagine buying tomatoes from any other person. And there’s probably at least 20 other people in the market with tomatoes. I primarily keep coming back to her because she likes to pick out the better tomatoes for me. Maybe she does that for everyone that she likes, but it really makes me feel taken care of and I like that.
A couple of months ago, I stopped cutting my own hair at home and I went looking for a barber in town. There are probably 100 barbers in my town, all with the same clippers and scissors, so for me, going to get a haircut was about the interaction. With the guidance of a friend, I found a barber who was welcoming and receptive to my requests. He wasn’t shy around me and even started some small talk. He was quick, skilled, and a nice guy. Plus, the name of his barber shop is “Scorpion” and my astrological sign is Scorpio, so clearly he is my star-crossed barber.
I rarely buy meat, mainly because it’s relatively expensive and the sanitary conditions are…well…different than they are in America. A couple of the butchers at the market are loud and friendly characters. They were happy when I would buy meat from them, but then they would make me feel guilty when I didn’t buy meat. So recently, I found a new butcher. He’s a quiet older man, works by himself, and he sets up in the back of the market away from the other butchers. When I buy meat from him, he is extremely courteous and he usually gives me an extra spoonful of ground beef as a kadoa (small gift). He always asks how I’m doing and even asks about the other Volunteers who have come to the market with me when they visit. There’s no hassle when I do buy from him and he doesn’t make me feel guilty if I don’t buy from him.
The Post Office
I don’t really have a choice here, because there’s only one post office in town. But when I do visit to send letters or check if any new mail has arrived, the men working there are always predictable. One of them likes to practice English, so we chat a little bit. The Director of the post office must live near me because I frequently see him in my neighborhood. And if something has arrived in the mail for me, he doesn’t hesitate to stop me in the middle of the street and remind me to come by the post office and pick it up.
The Bread Lady
In another situation where I could buy bread from any of the dozen vendors all next to each other on the same corner, I began getting bread from one woman consistently. After I explained who I am and why I am here, she was very appreciative and asked if her young daughter could study English at our library. Without hesitation, I encouraged her to send her daughter and now the young girl is a regular student at the weekly English club.
The Coffee Lady
During my first year of teaching, I was scheduled to start class every morning at 6am. I’m not what you would call a morning person, so finding a place to get coffee and a pastry for breakfast before class was very important to me. On the road going to the lycée (high school), crouched behind a small bamboo table about 2 feet off the ground, was a thin older woman with a warm smile and a pot of hot coffee. Behind her were a couple of long benches where patrons could sit, sip their coffee, and gossip. The woman was very welcoming and I think she could tell that pre-coffee morning conversations were not my goal. After a week or so, she stopped asking me what I wanted and instead started to pour a cup of coffee as soon as I sat down. It was that feeling of familiarity and routine that I came to appreciate. I knew my day could start with her and soon I couldn’t start my day without her.
I realize that most of my favorite people in town revolve around food, but that’s because it’s an important thing to me and it’s something that I do almost every single day. When I make these everyday purchases, it’s nice to feel comfortable with these people and to have a friendly rapport with them. I’ve noticed that since I arrived in Andapa, much of my community building has been around these people. It’s something that I treasure and I hope to continue building my community in this way when I return to America in the future.