Consumer vs business: why is it better not to offend a customer
If this material was intended for dishonest companies, then we could start it like this: “more than half of Russians are not ready to sue you.” In a new article, we talk about the real situation in the modern confrontation between dissatisfied customers and business and give advice on how to avoid possible problems with consumers
To understand how Russians relate to protecting their consumer rights, reconnaissance in battle alone was not enough. It turned out that every business owner sees only what is related to his product or service. The phenomenon is obvious – if I make dice to order, I see how they are used literally everywhere. Everywhere you look, dice are everywhere! I, as the general director of the guaranteed litigation financing service, saw only my clients – those who are simply eager to protect their consumer rights and punish the company-violator. The eye became blurred, I had to raise statistics. I share it with you!
The first news. Russians are illiterate in legal matters
And for many, this is really news. When I tell others about consumer mistakes (they didn’t read the contract, they didn’t check the company, etc.), they say “well, you’re a fool” or think that the protagonist of the story is an elderly person who can’t be deceived. But this is not so, and here I do not need statistics: every day I see how young men and women who live in megacities get into such situations, get the second highest and have nothing to do with either stupidity or naivety. The level of legal literacy has already been checked – the Russians (who consist not only of the elderly and naive, as you know) were given a test of 5 questions regarding real knowledge in the field of law. Only 6% answered all the questions correctly.
Moreover, every third Russian estimates his knowledge below average.
The second news. Russians more often defend their rights in the kitchen than in court
For 25% of Russians, court is an overwhelming pleasure. This is what many dishonest companies used (before the advent of court financing). The percentage will surely decrease, but the country cannot find out about the opportunity to sue for free, which the financing of lawsuits offers, in one day. For the vast majority of people, court, hiring lawyers and the full conduct of the process is expensive.
But this is not the main reason. The main thing is that the Russians do not believe in the result. And they defend their rights in table discussions, not reaching the court. For many, the game is simply not worth the candle. As a result, every third Russian does not take any action if his rights have been violated. Also no wonder – who wants to invest in a lawsuit that will end incomprehensibly than? 74% of our citizens are not ready to sue.
The third news. Every fourth Russian citizen faced a violation of his rights over the past year
Every fourth! Most often, rights were violated in the housing and utilities sector (29%), medical services (28%), retail trade (25%) and labor relations (27%). By the way, residents of Moscow most of all complain about problems in retail.
The picture is obvious – people do not think about their rights, allow them to be violated, and then they cannot or do not want to sue. It turns out such a vicious vicious circle. So why don’t you offend your customers if they themselves give all the cards in their hands and still don’t go to court?
70% of claims filed by consumers in court against companies end in a win. This conclusion was reached by Pravoved experts as a result of their research. A lot, right? Of these 70%, the court partially satisfies 46%. And companies pay. It is difficult to sue unless with banks – consumers lose in 70% of cases! But bankers are unlikely to read me, and for everyone else, keep the numbers:
88% of lawsuits filed against retail violations win.
In construction retail / services, the court satisfies 81% of claims.
77% win in disputes where the defendant is a representative of insurance and telecom.
Winning consumers almost never appeal a court decision – in 97% of cases they are completely satisfied.
That is why it is better not to deceive customers – despite their fear and unwillingness to get involved in the trial, in court they are under great protection. Money for lawyers can be found – take a loan, save up or apply for judicial financing. And, as soon as a disappointed, deceived client finds a way out and brings the case to court, companies will not be tested. Therefore, I do not get tired of repeating – today there is no tactic better than doing your job well, holding your face and never letting yourself be deceived by someone.