In a book called as “Games Indian Play”, it is said that we as Indians are less inclined to punish traders and companies that have cheated us by either supplying bad products or higher than normal prices.
It seems that we are more inclined to go back to the trader closer to our place, even if he charges a higher amount for his vegetables and supplies an inferior quality of materials. We would not like to take that extra pain and go to that trader who is more honest than our current one.
There is a big shopping mall next to my house. The customer care is shoddy but nevertheless it has all the stuff (groceries) we need. I kept on going there to buy till one day they completely ignored all customers and went for lunch.
That day I decided to drive 10 km away and get my groceries from another mall where it is much comfortable to do shopping and its more fun.
The idea of customer care in India is less is more. Make life difficult, do less and people will come back again and again because they don’t want to take pain.
If some of us stop going there and go somewhere else, it is going to cause a lot of trouble to that mall. But is it going to happen? I doubt.
Would we buy a gadget from a company that repeatedly refuses to sell its goods here or bring them so late that they are out of the product cycle? No we won’t.
Would we stop going to cinema halls because they treat us rudely? No we won’t.
Why ? because we love to play victims and keep on doing the same thing again and again despite knowing the result.
The cost of tolerance is high when it strikes back. Even world class services do not come without demanding or at least showing that we need it urgently.