The quality of Islamic behavior 152

There have been behavioral impacts on the way the business deals with customers, more specifically the way Muslim businessmen manage and develop their relationships with customers. According to their statements almost every interviewee mentioned behavioral qualities that attract and are appreciated by their customers. Muslim business owners were found to be cordial with both Muslim and non-Muslim customers. Although Muslim customers could understand that being cordial in their behavior is a provision of every single Muslim, they appreciate this because not every Muslim businessman is a good follower of Islam.

Interviewee X4 stated that non-Muslim customers are surprised when they experience the behavior from the seller or service provider, and to them they are getting extra care from the service provider. Interviewee X8 intended to offer ‘extra service’ besides the good quality product in order to build relationship with customers. Regarding extra service, he stated that, ‘Beyond selling tickets… we help them to get visa, sending money to their country, providing extra luggage facilities, assist them in the airport if it is needed etc.’ (X8).

According to interviewee X10, being nice to customers’ is helpful to bring them back. A few interviewees focused on respecting all, but especially elderly people. This in return develops a bond between buyer and seller that pushes the business forward and spread the business reputation through positive word-of-mouth. Interviewee X7 suggested that businesses need to be flexible so they can do favour for the customers, even out of hours. For example, interviewee X7 indicated “I supply goods to my customers even during the time of Christmas vacation”. Furthermore, it was noted

that one businessman had prayed for his customer when he went on a pilgrimage and the businessman thinks this manner will certainly improve their (business and customer) relationship, according to the interviewee (This was done only for a very regular customers and although Allah knows his intention). On the other hand, a customer was reported to have prayed and brought gifts from the holy place for his supplier. These are common behaviors among Muslims, learned in the family.

However, interviewee X17 who tries to build relationships with Muslim customers through Islamic etiquette, and behaves toward non-Muslim customers the way they want because he thinks that non-Muslim customers will not understand the context of his behavior. Additionally, interviewee X8 came out with mixed customer feedback on applying Islamic etiquette to non-Muslim customers; whereas some customers were found to be happy but some of them felt uneasy throughout the transactions. When they talk to customers they keep a smile on their face so that customers do not lose interest in revealing their needs according to some interviewees. For example, interviewee discussed the following regarding smiling:

A good smile to your customer is a charity which is the teaching of our religion and help you a lot to build relation with customers. I might be smiling for all sort of customers [of different religions] in order to gain good sales, however, ultimately it is the teaching of my religion and the ultimate target is to please Allah (SWT) and I am sure that I would be rewarded as it is mentioned in the holy Quran that ‘Inna mal amalu bin niyat (verily God knows your intention). (X22).

Besides smiling there are other important things such as providing helpful suggestions to the customer so that they feel they can rely on the business (X21) and listening to the customers’ opinion (X23 and X25). Interviewee X23 pointed out that because a customer complains does not mean he/she is a bad customer. Muslim business owners are strict about keeping promises and provide good quality goods and services so that they become trustworthy in the eyes of the customer. This also helps to grow customers’ confidence about the seller as well as not be downgraded by customers. In the eyes of Allah that means breaking one’s promise, which is a sin in Islam unless

there are certain terms and conditions. Interviewee X4 stated that he shares information with his customers from time to time as this helps to reduce misunderstandings between parties and increase the customer’s faith in him as the service provider. Interviewee X8 further suggested learning Islamic knowledge from the learned customer if they are interested.

Muslim sellers also believe that it is their duty to provide good guidance to customers when it is necessary, although all customers might not take this positively. However, Muslim sellers are very positive about their activities and behavior as the God almighty guides it. Interviewee X8 also talked about showing respect to all customers and easing the service for elderly customers and women, which is a usual behavior for Muslims, often learned in the family. Interviewees believed that there is no doubt that the respect and behavior presented by Muslim businessmen would help to build and maintain good relationships with customers as reflected in the comments of two interviewees, ‘Our way of dealing is clearly different than other religious group, for instance, we are more cordial and helpful than others’ (X1). ‘But, obviously our etiquette and manner reflects that we are Muslim’ (X3).

Interviewee X8 suggested it is necessary to focus on increasing consciousness regarding their (sellers) duties and responsibility in order to get Halal income. Similarly, interviewee X25 urged others to stay away from Haram income; for instance, not to make extra profit or over charge for products. Conversely, according to X25, a few Muslim sellers who swear by God to the customer that they are making only a reasonable profit but in reality they are ignoring Islamic teaching and making profit beyond the limit.