We have all experienced
the feeling of helplessness when dealing with a company or corporation. The context is often making a purchase of
goods or services. More precisely, the
context is often the aftermath of a mistake by the corporation. Just recently, I witnessed a circumstance
where a customer of a very large company was nearly brought to tears because of
the senseless inefficiency of the company and his bank. A working class man came into the business because
he had purchased a service earlier that week, and during the purchase he was
double charged. When he went to make the
purchase he was told that his credit card was not being accepted and that he
would need to use a separate card.
Reservedly, the man used his debit card, and by extension, funds that
were really needed for other bills due in the coming week. The company has a policy that if a customer
uses a debit card a $200 deposit is held until the final checkout after the
service is used. At that time, the $200
is credited back to the customers debit card.
The problem arose for this customer when he realized that somehow the
first card had been charged, as well as the second card, and somehow $200 of
his money was now in electronic limbo.
The customer’s mortgage was due the next day and some of the money that
he needed was floating around between the company and the customer’s bank
account. The manager of the company
could not figure out what happened, but did acknowledge that the man was owed
$200. There was no timeline for when
that money would be credited back to the man, so he asked if the money could be
credited to his debit card. It was possible,
but then there was no guarantee of when the bank would process the transaction. A quick call revealed that it may take 7 to
10 days to credit back to the man’s account.
7 to 10 days!!! In a day where
information can be sent around the world in less than a second, this should not
be!
This post is not a rant of the erosion of society by
technology or an ideological critique of corporations, big business, or
Capitalism. In truth, I believe that all
those things do more good than harm.
However, my observation is that modern society as allowed the
corporation and its implementation of technology to be exempt from the
standards of efficiency in implementing what is due to the customer. If customers act in the same way, there are
significant consequences. To continue
the example from above, it is very likely that the customer was not able to pay
his mortgage on time this month due to the fact neither the company or the bank
would act quickly to ensure the man received what he was due. On the other hand, we can make an educated
guess on some of the consequences of this man being just hours late on his
mortgage. The man would almost certainly
be charged some sort of penalty fee, and it is possible that the man’s credit
would be adversely affected, which could have numerous negative impacts for the
man and his family. In this light, it is
right that I have described the freedom of corporations to operate on their own
extended timelines as an exemption.
Anyone who purchases a good or service must compensate the vender at the
time of or even prior to receiving the good or service. However, the corporation is allowed to take
valuable time with no consequence.
I am not old enough to have experienced how business
was done prior to modern technological advances that businesses use. At the same time, it is not difficult to
imagine how a similar situation to that above would have been handled prior to
the technology typical for businesses today.
When a business realized that it owed a customer money, it would be
expected to refund in cash or a check on the spot. No customer would stand for being told that
they would have to come back in 7 to 10 days in order to receive their
refund. When was this balance of responsibility
between the business and the customer cast into the wind? The development of technology that can
instantly take money out of a customer’s account via the swipe of a card can
certainly put it back just as easily.
The barrier to doing so is put in place by the corporation (vender, bank,
etc.) for their own benefit.
I have used the concept of giving the customer their “due”
intentionally, and in the same way classical philosophers used similar concepts
to define justice. The concept of justice
does not begin after a party has been offended, though that is most often how
the concept is used today. When a crime
is committed, the victim desires retributive justice, and rightfully so. I suggest, however, that the concept of primary
justice, that the people we come into contact with are due a particular nature
of interaction depending on the circumstance, should be… well, primary. In this case, the business owes the customer
a refund just as much as the customer owed payment for services rendered. The company should be just as quick or face
penalties similar to those that a customer would face. If acting justly was at the forefront of
business ethics, the barriers that delay honoring what the customer is due
would not have been constructed. That is
not to say that some balance of efficiency in favor of the customer and
security for the corporation is not a concern, but that acting justly towards
the customer ought not be sacrificed for the sake of the corporation’s convenience. To be sure, there are many other aspects of
corporations that should be challenged, and which are probably more
pressing. However, the principle will
essentially be the same. Somehow,
society has allowed corporations and other large organizations to sacrifice
acting justly for the sake of some perceived need or convenience, without
consequence.