It’s true that we bemoan the depth of poor service delivery in our society. But what we tag as bad service on the surface today is to poor customers – service bliss.
You could be compelled to shed tears when you witness the depth of cruelty that some service providers cause poor customers to pass through all in the name of service delivery.
They are mostly; overlooked, mocked, talked down on, served with sub standard and rejected products, rendered voiceless and then defenseless.
Let me share with you why poor customers end up with poor services.
- Wrong service conception
Businesses and service providers must understand and believe that they are first serving humanity and secondly that this must be done in dignity. It is the failure to grasp service delivery under this concept that has given birth to discriminatory service delivery against poor customers.
- Poor customers are seen as beggars
It is often said that beggars have no right to dignity. And so most businesses deem it fit to look down on poor customers as they often tend to plead for price reductions.
- Most of them appear timid
Poor customers are easily spotted out by their timid looks. Most of them will naturally lack the confidence that the market demands. The outcome is that service providers will tend to treat them as slaves instead of kings. This is sad, but the reality.
- Cheap and inferior demands
Now, this is expected. Of course, it will be insane for one to go for expensive or luxurious goods with a slim wallet. And so some businesses hate poor customers simply because they are always asking for cheap products, which they as a brand are not proud to associate with.
- Poor customers don’t complain
Most poor customers are treated badly because they will never complain. And this is very true. These set of customers are rarely in the position to voice their opinions out. They feel defenseless and conclude that it’s of no use complaining.
- Lack knowledge of consumer rights
We know that there is a positive correlation between high poverty rate and high illiteracy level. It is the poor that always lack consumer rights knowledge. Most service providers capitalize on this factor to maltreat poor customers.
- Revenue contributions are low
Many businesses are aware that the poor in the society contribute insignificantly to their bottom-line. And so they channel their resources mainly to satisfy the customers that make them smile to the banks. The rest are left with little resources to attend to them.
- Time Wasters
When the resources of a service provider are stretched, poor customers are seen as nuisance and time wasters. Affluent customers need a serene and comfortable atmosphere to do business. Hence, businesses ensure that poor customers are discharged urgently so as to give the high net worth customers the attention they deserve.
- No tips
Now, this is very true. Some employees serve customers according to their ability to hand them tips and peaks. And for sure, poor customers will not be in their favorite list under such condition.
- Brand image
Companies are happy and proud to be associated with wealthy and influential people. It’s unlikely to have a brand proudly ride on the image of the downtrodden.
Every business must understand that they are built around the existence of humanity. Your business must never be a disservice to any man, no matter the race, color and class.