Request Reprint Send us your request to reprint copyrighted material. The lip-service about the fact that companies treat their customers as assets is usually a bunch of bunk.
Most business owners focus on the bottom line and that is all they care about.
We have allowed our expectations of the quality of service to be reduced so low that we would not know good service if it were offered to us. These occur each time that a customer encounters an employee or a system in the organization where there is an opportunity to form a lasting impression. It could be when the telephone is answered, a Web site visited or a person walks into the place of business. As I checked out, the clerk glanced at me and said nothing. I went home and wrote a letter to the store manager.