Customer is not always right !!!!

A recent experience made me write this. I felt disgusted, and angry at what I experienced.

I went to a popular fast-food chain to pick up my order. While I was waiting one of the customers (a man with his two kids) started shouting at the staff behind the counter. This is what he shouted.

“You know I am the customer right, I am always right, is this how you treat your customer”. The boy behind the counter was probably shocked and looked at him straight, probably angry. Couldn’t tell his expression as he was wearing a mask. The customer then said, “Why are you looking at me, is this how you treat your customer” and raised his voice further.

I felt really angry, disgusted at the way this man spoke to the boy and had the audacity to raise his voice in front of his two kids. Clearly this person didn’t care about his kids and what he is teaching them but that’s for a different time.

At this point it doesn’t matter who’s at fault, you cannot and should not raise your voice and disrespect anyone like this. Even if the boy messed up the order or was taking his time serving, it does not give anyone any right to treat other people like this. Worst of all the entitlement this man had to think that the customer is always right.

If the customer is going to be an idiot and act like an illiterate, then sorry the customer can NEVER be right.

What further irritated me was that the manager of the branch didn’t intervene. He was standing right behind the boy. I don’t want to comment on the culture of the company but clearly the manager did not have his’s employee’s back or tried to stand up for this mistreatment. So much for employee engagement.

I see this time and time again when people, so called customers act like they are royalty and have this sense of entitlement. They treat retail staff and F&B servers like they are their servants and even the slightest issue is world ending. It’s like they are looking for an opportunity to put others down and complain.

I find this absolutely unacceptable, disgusting and downright atrocious. Not only do they show lack of empathy I wonder if they realize how lucky they are on this side of the equation. What if those being served become the servers? Maybe that will get some sense into them when they get treated the same way they treat others.

I sometime see this in corporate environment as well, where the customers/companies mistreat their vendors and suppliers. Whether it is direct disrespect or haggling them on payments and costs. Slightest delays and mistakes means downright disrespect. This I have seen the biggest companies to do the smallest of vendors. These vendors don’t have a choice . They are trying to make it through as well. Multi-billion-dollar companies delaying meager payments to vendors because of their internal processes and systems. It is down-right shameful.

Unfortunately, rarely do I see sellers stand up for customer abuse. I cannot appreciate what goes through in the mind of a seller (maybe they dont have a choice and cannot lose a customer ) but if I was providing a service, there cannot be any room for disrespect. If my staff or I make a mistake please give us feedback, please tell us about your displeasure but it doesn’t give anyone any right to insult and raise their voice.

Many times, the problem is not what is being said but how it is said. You can give your feedback and be brutal about it but think about how you are giving it. Most of the time that’s all that matter. The content doesn’t hurt as much as the tone does.

That will always be the difference between those who have dignity and class and those who are down-right unschooled and disgraceful.

Being a customer is privilege, be thankful for it and show respect. Our vendors, sellers are there to help, make our life easy and provide a service that we most times take for granted. The pandemic has given us a new profound perspective of those continuing to give serve in the harshest of environment. If you cannot show respect and pleasure, atleast don’t disrespect and put others down.

#respect #customers #beingright #corporatelife #culture #engagement #employee