At the very outset, let me start off by acknowledging that we were at fault and we not only apologize for the regrettable incident, we have also taken action,” IndiGo President Aditya Ghosh wrote regarding one real incident took place on October 15th at the Delhi Airport.
It started with ground personnel - Juby Thomas asking passenger Rajiv Katiyal not to abuse. The passenger continues to walk towards the shuttle bus and a voice can be heard asking the ground personnel to stop him. After this, Thomas can be seen pulling him out of the coach. Second ground personnel Sahiv Sharma indicates to the bus driver to depart to the airport terminal. A scuffle suddenly breaks out between Thomas and Katiyal. But their video which went viral in social networks doesn't show who made the first move. Sharma tries to restrain the passenger by putting his arms around Katiyal's chest. Katiyal later breaks free from his grip and attack Thomas and grab him around his neck. In the ensuing fight he falls onto the ground, and Thomas is seen with his hand on the passenger's collar bone.
I am sure, your memory can recollect this infamous IndiGo incident (whose video went viral) of barbaric customer handling few months back. Recently, in one of my marketing lecture, I was explaining concepts of 'Customer Relationship, 'Customer Satisfaction' and 'Customer Delight' sighting this incident. Along with these phrases 'Customer is King' and 'Customer is always right' are widely used terms in business world.
The paradox is that working for a king also reflects slavery, exploitation, lack of enthusiasm, arrogance and inferiority in mind of employees. It generates fear which compels them to accept the customer as king.
The author of the article is Mr Junaid Siddiqui, Assistant Professor in Sigma Institute of Engineering- MBA Program of Sigma Group of Institutes- Vadodara.