The Empathy Deficit: When Did “Customer is King” Become “Customer is Dictator”?
The phrase “Customer is King” was coined to ensure businesses provided excellent service. However, in the age of one-click checkouts and digital anonymity, something toxic has happened. For a certain segment of online shoppers, “King” has mutated into “Dictator.”
A digital screen seems to act as a filter that completely removes basic human decency. We are a brand that builds heavy-duty gym equipment, intricate board games, and innovative smart stationery. We put our blood, sweat, and capital into delivering physical value. Yet, behind the scenes, we witness a side of consumer behavior that is rarely talked about.
Here are three real incidents from our desks that highlight the “Empathy Deficit” in modern e-commerce.
Our support team calls a customer to confirm a detail. The customer answers warmly: “Hello? Haan ji, baat kar raha hoon.” (Hello, yes speaking.)
Our executive introduces themselves: “Sir, I am calling from Saporigo regarding your order…”
Instantly, the warmth vanishes. The tone becomes cold, dismissive, and rude: “Haan, bolo kya baat hai.” (Yeah, tell me what it is.)
The Reality: The moment the customer realizes they are speaking to a brand’s representative, the person on the other end is no longer viewed as a fellow human being. They are downgraded to a “servant of the transaction.” Basic politeness is thrown out the window simply because money changed hands.
A customer orders a heavy-duty gym bench. In a fit of personal anger unrelated to us, they reject the delivery at their doorstep. Logistics are scrambled. Days later, their mood changes, and they demand the bench be delivered. Bending over backward, our team coordinates a special re-delivery just to accommodate them.
Later, the customer reaches out for a manual. Due to a temporary connectivity issue, our support response is slightly delayed. The customer’s reaction? They instantly hit us with a 3-star review.
When our team finally connects, resolves the issue, and politely asks them to update the unfair feedback, the customer says, “I will do it.”
The Reality: It has been 11 months. The review is still there. The customer got the premium product, they got the VIP re-delivery, and they got their issue resolved. But keeping that unfair review acts as a bizarre “power trip” for their ego. The review system wasn’t used for feedback; it was weaponized.
A customer mistakenly places an order using an EDL (Extended Delivery Location) pincode. Instead of charging the mandatory extra shipping, we absorb the cost and ship it for free. Because it’s an EDL, the logistics partner delays the shipment by a single day.
The customer throws a massive digital tantrum: “Cancel it right now if you can’t deliver on time!”
The package is safely delivered the very next day. What was the customer’s response to receiving a premium product with a free shipping upgrade? Absolute silence. When our team followed up asking for a review of the product, the reply was a blunt: “OKKK.” No review was ever posted.
The Reality: If the shipment had failed, they would have written a 500-word essay destroying our brand online. But when we go out of our way to successfully deliver excellence? Not even a basic “Thank you.”
We Are Builders, Not Punching Bags
There is a massive misconception that because a brand wants your business, they must tolerate your disrespect. E-commerce is a transaction of equals: You pay for a high-quality product, and we manufacture and deliver that high-quality product. We do not sell our self-respect.
At Saporigo, we are obsessed with customer satisfaction. We will upgrade your shipping, we will re-route your heavy gym equipment, and we will build the smartest reusable stationery in the market. We love the 95% of our community who respect the hustle of an Indian manufacturing startup.
But for the entitled few who believe a digital checkout cart gives them the right to treat human beings like software bots? We will gladly refund your money. We prefer to do business with humans.
Please note the following operational boundaries:
- Zero Tolerance for Abuse: Any form of abusive behavior, demeaning tone toward our support team, or weaponized feedback will result in an immediate and permanent blacklist from our ecosystem.
- Delivery Integrity: Unreasonable refusal of pre-arranged deliveries or “power-play” tactics during logistics will lead to account suspension.
- Feedback Ethics: We welcome honest critique regarding product performance, but malicious intent to damage our reputation through false claims will be contested legally and publicly.