The Customer Experience in T&T: Why Do We Accept Less Than We Deserve?

Recently, I had an incredibly disappointing experience at a new food spot—one that had been highly recommended by local foodie influencers. What was supposed to be a quick meal turned into a frustrating exercise in patience, watching an unprepared team fumble through basic service, with zero sense of urgency or care. The food? Subpar. The customer service? Even worse.

But here’s the bigger issue: Why do we accept this?

Too often in Trinidad & Tobago, poor customer service and mediocre products are tolerated as the norm. We wait too long for basic orders. We get excuses instead of solutions. We pay premium prices for substandard experiences. And instead of holding businesses accountable, many of us shrug and move on—or worse, return to the same places, hoping for better.

But hope isn’t a strategy.

If a business wants to charge customers, then quality, preparation, and professionalism should be non-negotiable. No customer should feel like they’re an inconvenience for expecting efficiency, courtesy, and a properly made meal. No business should be comfortable delivering bare minimum service and dismissing concerns with an “Oh well” attitude.

So, how do we shift this culture? As business owners, leaders, and consumers, we all have a role to play.

?? Businesses need to take customer experience seriously. It’s not just about having a good product—it’s about consistent execution, proper staff training, and respect for the paying customer.

?? Consumers need to demand better. If a business delivers poor service, speak up. Leave honest reviews. Stop rewarding mediocrity with repeat business.

?? Leadership matters. Whether it’s in food service or any industry, the way we train, manage, and empower our teams directly impacts the customer experience. If frontline staff aren’t engaged, trained, or motivated, customers feel it immediately.

At the end of the day, customer experience is everything. Businesses that prioritize efficiency, quality, and professionalism will thrive. Those that don’t will struggle—especially in a time when word-of-mouth and online reviews can make or break a brand.

What are your thoughts? Have you experienced similar issues with customer service in T&T? How can we raise the standard across industries?

#CustomerExperience #CustomerServiceMatters #Leadership #DoBetter #TrinidadAndTobago