Service Failure: Do You Really Care About Your Customer?

Jeff Toister

January 16, 2013

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"Executives may claim to care about their customers, but their actions frequently suggest just the opposite. How else could you explain hitting loyal customers with a sudden 60 percent price increase (Netflix, 2011)? Would a company that cared about service really try to implement a $5 fee on debit card transactions and then defend the move as something that customers would appreciate (Bank of America, 2011)? Can a company that cares about its customers really implement a procedure where pennies are literally stolen from its customers at the point of sale by rounding down the amount of change due when customers pay with cash (Chipotle, 2012)? I know what you are thinking. You're different. You truly care about your customers and would never resort to price gouging or penny stealing. I hope so. And, the mere fact that you've read this far and may have even been a little indignant about a company skimping on toilet paper speaks volume about your character. Still, do you really care about customer service?"

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