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to Tom Talks list Angels and Devils One of the big consumer-electronic stores has announced that 20% of its 1.5 million daily customers are Devils and they want to get rid of them. According to the company president, Devils are real trouble. They buy deeply discounted merchandise and some even resell super low-priced items on eBay. That’s not all. Devils apply for rebates and return merchandise. Worse yet, Devils take up too much space in the aisles that should be available to Angels, the desirable customers. While every business has its share of “interesting” customers, is it really healthy to classify people as either “good guys” or “bad guys”? Do we want employees eyeballing customers as either Angels or Devils and then treating them accordingly? Even more to the point, do we want customers to say to themselves, “Do they think of me as an Angel or a Devil?” Treating everyone with dignity and respect isn’t just learned in school or church. It’s the foundation of good business. Maybe businesses can get so big or so focused on other values that they deliberately stray from what brings customers through their doors: the belief that they will be treated fairly, honestly and with respect. It isn’t that some businesses get too big for their britches. They can get too big for their customers, too. Tom is president of Mosinee Insurance Agency, Inc. 715-693-2100; tomh@mosineeins.com Back to Tom Talks list |
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