Consumer vs business: why it is better not to offend the customer
If this material was intended for unscrupulous companies, it could start like this: “more than half of Russians are not ready to sue you.” In the new article, we talk about the real state of things in the modern confrontation between dissatisfied customers and businesses and give advice on how to avoid possible problems with consumers
To understand how the Russians feel about protecting their consumer rights, one intelligence battle was not enough. It turned out that every business owner sees only what is relevant to their product or service. The phenomenon is obvious — if I make dice to order, I see how they are used literally everywhere. Everywhere you look, there are dice! I, as the CEO of the guaranteed litigation Finance service, saw only my clients — those who are simply eager to protect their consumer rights and punish the offending company. My eye was blurred, I had to raise the statistics. I share it with you!The news first. Russians are illiterate in legal matters
And for many, this is really news. When I tell others about consumer mistakes (I didn’t read the contract, I didn’t check the company, etc.), they say, “well, I’m a fool,” or they think that the main character of the story is an elderly person who can be easily deceived. But this is not the case, 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 a second higher education and have nothing to do with either stupidity or naivety. The level of legal literacy has already been checked — Russians (who consist not only of the elderly and naive, as you know) were given a test of 5 questions relating to real knowledge in the field of law. Only 6% answered all the questions correctly.
At the same time, every third Russian evaluates their knowledge below the average.
News the second. Russians often defend their rights in the kitchen, rather than in court
For 25% of Russians, the court is an unaffordable pleasure. This is what many dishonest companies used (before the advent of court funding). The percentage will definitely decrease, but the country cannot find out about the opportunity to sue for free, which is offered by the financing of trials, in one day. For the vast majority of people, the court, hiring lawyers, and fully conducting the process is expensive.
But this is not the main reason. The main thing is that Russians do not believe in the result. And defend their rights in table conversations, without reaching the court. For many, the game is simply not worth the candle. As a result, one in three Russians does not take any action if their rights have been violated. It is also no wonder-who wants to invest in a lawsuit that will end up unclear what? 74% of our citizens are not ready to sue.
News the third. One in four Russians has experienced a violation of their rights over the past year
Every fourth! Most often, rights were violated in the housing sector (29%), medical services (28%), retail (25%) and labor relations (27%). By the way, Moscow residents complain about problems in retail most of all.
The picture is obvious-people do not think about their rights, allow them to violate them, and then can not or do not want to sue. It turns out to be such a vicious vicious circle. So why not offend your customers if they themselves give all the cards in their hands and still do not go to court?
70% of claims filed by consumers in court against companies end up winning. This is the conclusion of Pravoved experts as a result of their research. A lot, isn’t it? Of these 70%, the court partially satisfies 46%. And companies pay. It is difficult to sue except with banks-consumers lose in 70% of cases! But I don’t think bankers read me, and for everyone else, keep the numbers:
88% of the lawsuits filed against violations in the sphere of retail trade, win.
In construction retail/services, the court satisfies 81% of claims.
77% win in disputes where the Respondent is a representative of insurance and Telecom.
Winning consumers almost never appeal the court’s decision — in 97% of cases, they are completely satisfied.
This is why it is better not to deceive clients-despite their fear and unwillingness to get involved in the legal process, they are under great protection in court. Money for lawyers can be found — take a loan, save up or apply for court funding. And, as soon as a disappointed, deceived client finds a way out and brings the case to court, the company will not be happy. Therefore, I do not get tired of repeating — there is no better tactic today than to do your job well, keep your face and never allow yourself to deceive someone.