Is the customer always right?

There is a question in my mind I would like to raise it in this post. The question is simple. Is the customer always right? Can the feedback from the customer be the sole criterion for determining the efficacy of a product or a service?

Before I answer this question, I would like to share something with you. Today I got a call from a well meaning faculty who trains students at a reputed institute on soft skills. Last week, he had given me a wonderful opportunity to speak for a day to the students on the topic of "Team building and client communication".

He had called me to inform me that the feedback from the students was good and that he will give me more sessions.

I was very happy to hear this. While I never wanted to be a trainer or a motivational speaker in true sense, but there is some knowledge and experience that I wanted to share with people especially students which in my humble opinion may help them in their lives.

But then there was another thing that set me thinking. Can the feedback from the students be the sole criterion to determine the efficacy of a lecture or competence of a faculty?

Let's assume I have done a lot of research on the topic given to me as a speaker which was team building skills and communication skills. I select the top team building games from harvard business review and stanford business program and all the best business schools in the country. I also reach out to the trainers in top multi national companies and use the best possible materials and techniques.

But lets suppose the students are not able to appreciate those ideas or say a majority of the class does not believe that the lecture was good. Should I be degraded and stopped from training?

On the contrary suppose I update myself with all the latest jokes from tamil movies and use it in my lecture. Then I make a very generic presentation which has little content or technicality.

Now since I have added a lot of jokes and stories that appeals to the local tamil audience, the same would sell well and all students are happy. So the students rate me as "the best trainer" in the feedback form.

Now would I have done a service or a great disservice to the community of students and profession? Am I a trainer or an entertainer? Is my job to give knowledge or create happiness with jokes.

These are very pertinent question and this single question goes into the heart of the issue. Is the customer always right?

Assume a doctor gives a light medicine which the patient wants rather than the medicine he actually needs for his disease. What would happen?

In my case I am of the opinion that customer is not always right in certain fields and his feedback while very important should not be the sole criterion to judge the efficacy or quality.

A multi-pronged approach which takes into account various factors including customer feedback, analysis of technical materials, analysis of faculty's knowledge of the subject to evaluate quality of faculty or lecture would do more justice in that case.
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My Letter to the Governor of Karnataka

January 12, 2012

His Excellency

The Governor of Karnataka

Raj Bhavan,

Bangalore- 560001

Honourable Sir,

Subject: Compulsory Teaching of Religious texts (Bhagvad Gita) in Government run Schools in the State of Karnataka – Breach of Article 27, Article 14 & 15 of the Constitution of India by Minister of Education Mr.Visveshwara Hegde Kageri

We write to you as a group of deeply concerned citizens seeking your immediate intervention at the Proposal of the Government of Karnataka to initiate Compulsory Teaching of Religious texts (Bhagvad Gita) in Government run Schools in the state.

The Minister of Education Mr.Visveshwara Hegde Kageri had announced in Bangalore that the government is open to making Bhagvad Gita teaching compulsory in schools.

Your Excellency is aware that such a position is not merely illegal and irresponsible but also patently unconstitutional as it seeks to violate the spirit of Article 27 of the constitution of India which prohibits the state to promote the cause of a particular religion out of state funds and state resources. The purpose of the article is to uphold the fundamental principle of secularism in India.

It is consequently also Violative of Article 14 of the constitution as every religious community should be provided equality before the law and the state cannot promote one religious community at the cost of another.  Finally Article 15 of the Constitution is also violated as the state seeks to discriminate between its citizens on the basis of religion by promoting the holy text of one religion over another.

Your Excellency is also conscious that the action of the minister is also a criminal offence punishable under section 153A of the Indian Penal Code as it will result in Promoting of enmity between different groups on grounds of religion and such an act is prejudicial to maintenance of communal harmony.  This is because if such a proposal is proceeded with, there will be competing demands from various religious groups in the state for teaching of various other versions of the holy texts resulting in serious law & order issue in the State.

Further, the Media has also reported that the Chief Minister of the State Mr Sadananda Gowda has stated that public opinion would be sought over whether the same should be implemented or not.

Your Excellency is cognizant of various judgments of the Supreme Court and the well settled and established position in law which states that Fundamental Rights of the Citizens Guaranteed by the Constitution of India under Part III of the constitution are inviolable and not subject to any public discourse or any amendments as they constitute the Basic Structure of the Constitution of India.

In light of the above we seek your direct and immediate intervention to prevent this unconscionable, unscrupulous travesty of justice and gross violation of Fundamental Rights guaranteed under the Constitution of India.

We appeal to your Excellency to seek an explanation from Mr.Visveshwara Hegde Kageri, the Minister of Education of Karnataka and the Chief Minister of the State Mr Sadananda Gowda, and also direct them to uphold the dignity of their office, respect the Fundamental Rights of the citizens and the constitution of India.

Thanking you,

Yours sincerely,

Members of Nirmukta India