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Service Failure: Do You Really Care About Your Customer?

Jeff Toister

January 16, 2013

"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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