Customer is not always right (Nor is the seller)

The title of this quite opposite to what we learn in our MBA. The customer is always right isn't it.

Well, my little work experience in three years and my own behaviour as a customer has lead me to believe that the customer is not always right. Only gods and goddesses are always right.

How many times have I seen people calling their telecom service providers to reactivate their outgoing call services after they failed to pay on time. “I was out of the country.” and "I never got the bill” are some of the excuses often given. Even though the reality may be different.

Same goes for credit cards. “Please reverse the late payment charges because I dropped the cheque on the last day. If you have not got the cheque, thats not my problem.” Again the reality maybe that the cheque was dropped a day or two after the last date. If so, the service provider has every right to charge late payment as per terms of agreement originally agreed upon.

“Lets see what they will do. I will teach them a lesson if they do XYZ.” some of my friends dare companies. Probably I have also done the same many times.

By writing this I am not saying that all the companies in this world are always right. Definitely not.

All I am trying to say that at the end of the day customers are human beings who have their own self interest in mind, and rightly so. Even companies are made up of human beings and again have their own self interests. These self interests often drive behaviour.

To think that any party is always right is being naive.

What is more important is that when a dispute arises between seller and buyer, it is amicably resolved based on the terms of agreement between them.

Unfortunately the terms of agreement itself is fully loaded against the buyer many times! Read any home loan document and you would know what I am talking about!!! Some of these terms of agreement can be reworded into one line. “Whatever happens between us, good or bad, it is always the buyer's fault.” Instead of wasting paper on those huge agreements, both buyer and seller can sign under this one line. There wont be much difference!