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Prominent Bahrain businessman Suhail G Algosaibi has blasted the old business adage that the 'customer is always right' with a hard-hitting blog post.
He has given two complaining members of his DreamBody Centre health and exercise enterprise short shrift after they were allegedly rude to members of his staff.
And, Mr Algosaibi, pictured right, has even given them the cold shoulder treatment after they threatened to contact the media about their membership being terminated following a hot dispute over the temperature of their daily workouts.
Mr Algosaibi, founder of Falak Enterprises, which includes the popular Zen-Do Bahrain Kickboxing Club as well as DBC in Hamala, fumed: "We really strive to provide outstanding service and amazing experiences for our customers.
"Of course, from time to time we might mess up, and when we do, we apologise and rectify the matter immediately, often providing the affected people with generous compensation gifts.
"But every once in a while (every other year or so) there is a customer who is hell-bent on making our life miserable. They complain constantly and are rude to my team.
"When this happens we try to politely explain our point of view, and if this does not work, then out they go. I give them the proverbial boot, and in most cases, their money is given back to them.
"One of the worst and most inaccurate business maxims is 'the customer is always right'. To be honest I'm surprised by the number of people who believe this. Don't get me wrong, the customer should be treated like a king as much as possible, and you should go out of your way to please him, but that's not the same as him being right all the time.
"Imagine someone walks into your store or business, helps themselves to any item and walks out, without paying. Would you tolerate that? What if a customer walks in, and decides to urinate on your reception desk, is he right?"
At the DBC, two members had been complaining, on and off for years, said Mr Algosaibi, about the temperature in the circuit. "They happen to like the temperature to be freezing, which causes other members to complain," he explained.
Mr Algosaibi said the matter had been discussed at board level and members of his team had tried their hardest to appease the European expats. Matters, however, came to a head when, he claims, they started shouting and intimidating staff and other members. It is alleged a senior manager suffered racial slurs in one incident.
"That's it, I thought, time to kick them out," said Mr Algosaibi. "Just because they give us money does not mean they can treat us like dirt. Of course, just because we're about to give them the boot, does not mean it should be done disrespectfully. So we prepared a polite, but firm letter, explaining the situation, and telling them that their membership with us had been terminated.
"Well, to say that they were shocked would be an understatement. They could not believe it, and they did not believe I wrote the letter.
"They demanded to speak to me personally, which I did not do. Once you're out, you're out, baby. If you can't respect my team, and cannot control your racial prejudices, then this is no place for you.
"Sadly, these two European ladies accentuated the arrogant image some expats have here in Bahrain. They are in the minority, but there is a category of expats (mostly Europeans) who look down at locals, and have an 'oh we're so much better at everything' attitude. Not in my business!
"They, of course, did the usual threatening, saying that they would write to the newspapers. It's not like I ever shied away from some publicity - or controversy for that matter. Good riddance!"
Editor's note: Do you believe Mr Algosaibi was right in taking this stand? Email editor@gulfweekly.com with your views.
