#294 – 16 Nov 2016
#365 Gratitude 2016 is my personal challenge to write one gratitude journal a day for 365 days, begins 28 Jan 2016.
The quick answer is no. And it all depends! I know this sounds very subjective, but it really depends. Gone are the days where customers are deemed right regardless of the situation. As a business owner and service provider, I’ve come across customers who made unreasonable demands beyond the services rendered.
Why It’s Important Not to Give in?
1. Unreasonable demands and expectations. The expectations are over what is stipulated and required. Some examples would be:
- Demand for more hours for free
- Expect instant respnses
- Expect service provider to accommodate personal schedule
- Demand personal favors as their rights
As I deemed fit, I would stand firm to such demands and not give in easily. While I understand that it’s not easy to gain and retain a customer, it’s not right to conform to such practices in the long term, especially with more customers when the organization expands.
2. Fails to respect service staff. Everybody deserve respect as a human. A service staff may be tending to the needs of a customer, but he/she should not be expecting abuses, verbal or physical from a rude or disrespectful customer. I’ve seen this often in customer service counters in government offices, where the public took it out on counter staff when they could not get what they want. This is not tolerable.
3. Thinks they deserve the rights. I’ve come across people who obviously thinks they earn their rights and expects you to bend your rules just for them. Some may even threatend to leave for your competitors. In this instance, let them go. A lousy customer does not deserve your respect, send them to your competitor.
You Have a Choice
As a customer, I do not impose my rights all the time. If I’ve made a wrong purchase or are unhappy with the product or service, I’ll check the policy for refund, exchange or my rights as a customer. I’ll admit that I do make out of the norm request at times, it’s up to the organization to determined how they would respond to me.
If the organization is open and receive my request with an open mind, I’m willing to compromise and settle matters amicably. It’s unpleasant to create a scene out of a small matter. I’d rather be in the good books of the organization as a good customer than be blacklisted.
What customers fail to understand is this, they’ve entered into a contract or bought a product willingly. They have to accept that fact and leave with what it can do for them, instead of complaining and whinning about expectations not being met, or money not well spent.
End of the day, everyone has a choice, whether you’re a customer, or a product/service provider at the receiving end.
Today’s gratitude lesson:
Read the rest of #365 Gratitude 2016 here