Skip to main content

Customer is right, always!!

In a busy period of sales, a customer buys a stuff for 39 pence and I give back 11 pence back as change. He then decides to buy another stuff for 39 pence. I ask for additional money. He says with stern voice that he gave me one pound and added that he did not have 50 pence coin at all.
Since, working at the till had become more of a reflex action for me, my hands reach out for correct change. I was pretty confident that he gave only 50 pence. I did not utter anything other than saying 'ok' and sported a disbelief smile and paid back the change of 22 pence.
At that second, it was a conflict of two men inside me. One, very angry that the customer is wrong and trying to cheat me, and that he is questioning my integrity. Second, was the thought don't say anything. I could be wrong and there is a bigger line to clear. Fortunately, the later prevailed, I did not utter a word.

Comments

Anonymous said…
hey,
i think u got it wrong here.
"the customer is not always right but he is still your customer. - ron zemke and jan carlson- authors of Service America and Service Edge - a foundation book of the customer service industry"
tvm
Anonymous said…
John! Lets not get into who is right or wrong, the fact is that u have been impoverished by (howmuchever) it means in rupees! Safe to have a calculator as the Japs do! (Rajesh Chandramouli)
John Samuel said…
Yes Rajesh, having a calculator is a good idea. The till itself has a function wherein after the total is displayed, one can enter the amount tendered by the customer. The till tells the amount to give back. Also, it has an option to press, 'Cash' and give the change. For small transactions, I dont enter the amount given by the customer to save that little time while the line is big. I think I need to enter at all times.

Popular posts from this blog

Happiness, street vendors, and negotiations......

Few days back I was watching a documentary series, "India's Frontier Trains". The three-part series was on trains connecting India with its neighbours - Bangladesh, Pakistan and Nepal. Yes, there is a train connection between India and Nepal, and that train is the only functioning train for the whole of Nepal.

In the episode on the train between India and Bangladesh, the program documented a life of a chocolate seller inside the train. He boards the train in the Bangladesh side of the route. A sole bread winner for a family of four, he earns by selling chocolates in the train.

He faces a perennial problem: because of hot weather conditions, his chocolates melt. In those hot days, his earnings are meager. A basic cooling device like this costs seventeen pounds and he couldn't afford that.

What moved me was the insensitive nature of some passengers in haggling with this struggling chocolate seller. They would force down the price by 10 pence or more (which is more tha…

Being hopeless....

Three months back when my mom was visiting me, she experience heart palpitations for two consecutive nights. Worried I called my cardiologist friend who asked us to visit him in the government hospital on that day as it was a non-OPD (out patients day) duty for him. Apparently non-OPD days are less crowded. As we sat waiting, we saw many worried parents bringing their just born babies to treat serious heart problems. What struck me were the faces of these parents - a feeling of hopelessness. This was their last hope to treat their infants in a state-run hospital as they don't  have money to take them elsewhere.

Fortunately, the staff at this government hospital were treating patients sympathetically. I hoped the patients would have got the best of treatment available. In comparison, patients were treated as cattle herds at the All India Institute of Medical Sciences (AIIMS), India's premier hospital. To get an cardio OPD appointment, you will have stand in the line from 5 PM …

Be a democrat in US, but root for BJP in India

Before I say anything I would like to disclose my knowledge of political affairs in India. I had lot of assumptions and predictions for this just concluded elections, and none of them came true. So I am not going to talk politics and waste time. But this election season reminded me of a funny incident when I was a student in Arizona State University (ASU) in 2004.
As a thumb rule, I discuss politics only with close friends. So my flat mates in Phoenix had no idea about my political likes and dislikes. So on the day when BJP lost the elections, one of my flat mates – who used to hate George Bush and an active supporter of Democrats – saw me in that morning, and said, "What John, people have done this" in a disappointed tone.
He saw no contradiction whatsoever in supporting democrats in US and at the same time supporting BJP in India. It was after that I started noticing Indian students in US, and people who got their jobs in US recently, most of them exhibited this kind of du…