Sunday, October 4, 2009

Customer is GOD

If there is one mantra driving business all over the world, then it had to be "Customer is GOD". Since the day we turn into a professional till we retire, so many times in so many situations we are bombarded with this single line phrase, that the real GOD sitting above takes a back seat.And because GOD is the super power, he can't ever go wrong, he even can't afford to and so are His so many avatars on the mother earth.'They' are always correct.

Whether we like it or not, this business model will continue until and unless someone comes up with a better idea/better slogan to run the businesses with a bigger profit margin.And this model works OK as long as we are inside the four walls of our neat and clean AC offices, some time we curse the customer, some time we make fun of them to flush out our frustration but we accept that he is the GOD and we move on.But the ugly teeth of the problem comes out even bitterly when we are out of the office, the role is reversed and now we are 'the Customer'.We start behaving as if the rest of the world is at our service, be it the restaurant we go to, the airlines we fly in and even the mere grocery shop we go to.

Basic dignity and respect towards a fellow human being is vaporized. We are all out with our 'the Customer' tag, a slight mistake on the other side make us furious (only we forget the lesson "To err is human") and we don't mind asking for his head, after all how could he make the customer unhappy.We easily forget we were nothing more of a kitten a few hours back inside that four walls, not even daring to speak. In a country where the demi Gods (read the cricketers) are often treated better than the real GOD & where money talks more than anything else, this is of no surprise at all.Incidents of human being harassing another human being in the name of not adhering to 'Customer Satisfaction' is so common that we have lost the sensitivity to even notice it.

Once I was traveling from Mumbai to Kolkata on a flight and because of traffic or whatever reason, the airplane was waiting for long on the side ways before taking off.I was feeling very hot and asked the air hostess whether the temperature inside the flight is Ok.In the same situation another discussion goes between the person sitting beside me and the air hostess as follows:
P(Passenger): Is not the AC running?
H(Air hostess): Yes sir, it is running perfectly.
P: Then am i lying? Are not you able to see the I am sweating? (How on earth an air hostess would know whether a person is sweating?Is that part of her job responsibility)
H: Sir, I am sorry, but as soon as it would be air born, the temperature would be just fine.
P: Why is it taking so long to take off? Why don't you ask the pilots?
H: Sir, I don't have any idea and because this is take off time, we are not allowed to go inside the cockpit.
P: So, then what do we do now? Wait here for eternity and sweat like pig? (This was not some dehati flying for the first time, but a suited booted executive)
H: Sir i am really sorry, we will try our best to adjust the temperature.Sorry for the inconveniences.
And as soon as the air hostess is gone, that guy starts talking to me to gain support in favor of him and as always I feel disgusted talking to such people, so just after nodding my head once I looked other way.

We copy so many things from the west and we don't forget to refer to the west when cribbing about our country but more often than not, we forget to imbibe the good qualities from them and one of them is "No job is detestable".There are better jobs and there are not so good one, there are highly paid ones and there are of low wages, too but nothing of them gives any one the right to disrespect the other fellow human being.Why are we so much self possessed about our social status that we don't waste a single opportunity to show it off?Why don't we be a little considerate in our demand (I agree that we should get the service if we are paying)?And above all, why do we forget what mental trauma we go through when humiliated by our supervisor/customer? When we are serving the customer, we wish if the customer was understanding, flexible and shows respect to us and unfortunately we forget everything when we are sitting at the other side of the table.I don't think I have ever seen a worse example of double standards...
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