When I was a teen, I spent a few of my long summer school holidays working within my father’s business in Kingston, Jamaica. I know this sounds lame, but other jobs were scarce, and also since I lived accustomed to my parents, my visiting work costs were zero, rendering it probably the most favorable economic opportunity.
I have loads of memories from those summer jobs, but every time I hear “The customer is right”, I remember one particular experience that truly surprised me.
A repeat customer was on the factory outlet making his usual purchases when he became very angry using the employee serving him, and the man embarked over a loud tirade of abuse and indecent language. My father has been passing by, when he heard and saw what was taking place, he went straight onto the customer. What did he do? Did he try and finds out that which was wrong and why the consumer was so angry? Did he try and calm him down as well as perhaps get another employee to offer him?
No! None from the above. My father raised his voice above the consumer’s and told him which he didn’t care what his problem was or what mistake his employee had made, he wouldn’t normally uphold and allow anyone to treat his employees because of the manner in their place of business. My father then invited the consumer to depart immediately.
Shocked, the buyer stormed out. My father did not say another word, but turned around and walked back to his office. As he disappeared inside the distance, the other employees who had witnessed the scenario, burst into applause.
So much for “the consumer is right”! Did my dad do the right thing? Well, his employees certainly thought so. And I certainly a gut feeling that he did.
We are common customers sometimes. Customers are just people, and people are now and again wrong. So customers cannot always be right unless you sell out your dignity and integrity.
In the travel industry, a growing number of customers took on board this mantra that the customer is usually right, in addition to their complaints and demands are near new heights from the ridiculous. Thus the Telegraph was prompted to feature this informative article: “20 Ridiculous Complaints Made by Holidaymakers”.
Here are some gems which I have experienced:
1. A customer reported, “The hike inside the mountains was lovely with beautiful views, but the trail was too uneven and rocky. You need to pave it.”
2. A couple complained that we should do something in regards to the smell of smoke each time a family staying in another villa 200 yards away was having a barbecue.
3. A customer given an on-the-spot gift of the free kayak rental decided he didn’t are interested and demanded to be compensated in cash.
Of course, many times the buyer is correct and shoddy customer care should be criticized using the offending company bearing the expenses of these failures. But isn’t it time that customers realize they may not be always right and that you can find companies and employers who’ll endure them?
When an individual complains about an employee, employers should carefully evaluate the charges produced by someone he does not know (the client) using the character with the employee whom he does know. The employer should place greater trust inside the experience he’s off his employee than a stranger who may just be developing a bad day.
Proof that my dad’s action was correct is the fact the client returned a month later. He didn’t apologize outright but muttered something about finding myself a negative mood the last time he visited. All the employees behaved that the incident never happened and graciously served him then as well as for quite a while afterward. The customer didn’t ever behave badly again.