Tuesday, April 10, 2012

Are Customers Always Right?

One of my friends related a true story to me, it goes like this:

One day, a long-time customer (let's call her M) came to a well-known business shop. She was supposed to clear her debts of approximately RM 6k. But then, this customer claimed that she has already paid the sum to a fellow worker (let's call her L) at the shop because the person in-charge was busy at the moment.

The worker said that she had never received such money, as she would have recorded it down if she did receive it. Plus, it's RM 6k, not RM 60, so she definitely would have counted the money and pass it to the person in-charge later. But she had no recollection of doing such a thing. The person in-charged also has no recollection of receiving the said sum of money from anyone. So, the boss ordered her workers to dig up their records book, and in it, nothing was recorded regarding M's claimed payment.

Then, M suddenly changed her statements. She said that the person in-charged is not in the shop on the day she made her payments. The boss calmly asked for her receipt, to which she responded that she was too busy that day and forgot to get a receipt.

Now, let's evaluate the case in a neutral position:

1. M said she paid the money to L, but L has no memory of receiving the said money. Let's say M is saying the truth. Why didn't she demand a receipt for such a huge sum? Why is there no such record in the records book? The business shop must have recorded something like this. The shop has been in business for more than 20 years, has excellent track records, and has been a favourite of the local townspeople for its good customer service.

2. M changed her statements. When someone lies, he or she will try to make her previous lie sound true by making up something else. But, if you change your statements halfway, it is obvious that you're guilty about lying. However, M is still adamant, she still claims that she has made the payment even though her words doesn't add up.

3. Based on what I heard, M always makes things up and exaggerate things, causing problems for the shop, after which she would say that she had no idea about what she was saying. Very frustrating indeed. Meanwhile, L is an honest person. You can basically tell it by her looks. She always do things by law, and her works are meticulous and precise. So, there's no reason why she would forget to record it if she really received the said sum of money.

So, which person do you think is guilty? The customer or the shop?

P/S: Read this interesting post I found on the internet!

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