THE term "excellent" has become somewhat of a buzzword in the business world. Business owners repeatedly use the word excellent to describe key features in their product or service. Whether it be excellent customer service, excellent durability, or excellent staff, business owners would utilize any means to convey to customers that what they provide will excel customer standards.
However, there are some business owners in the Philippines who seem to throw around the word carelessly without understanding what excellence actually means and what is the essence behind it. Based on my own personal experience, I have interacted with several SMEs in my life, ranging from food services, home installations, delivery services, and many more. I was told in several instances that I should expect excellent quality as a customer, but several times I have been disappointed by what I got in the end.
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