I don’t know about you but I can’t seem to get out of my head the image of that poor Asian doctor who, seemingly unconscious, was dragged off that United flight. The fact that the airline did that to a 69-year-old doctor just so it could save money moving employees around is nearly as unbelievable as the initial tone-deaf response from United’s CEO, who blamed the passenger. It was only later that he offered an actual apology. While the United debacle was going on, I happened to be reviewing Qualcomm’s counterclaim against Apple, and holy crap.
I've wondered for years why many successful people will pay extra for horrible customer service from big, impersonal corporations. Big awful banks, big awful telecommunications companies, big awful car companies, all do well with shoddy products and "service" that would more accurately be called "abuse".
I think moderately successful people choose to do business with the big awful corporations because those companies convey an aura of implacability on those customers. Something gratifies the customers who put up, year after year, with the awful pricing and reliability of an AT&T or a Bank of America or General Motors. Some truly respond to that abuse.
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Why Is It OK to Abuse Customers?
Posted by: Rob Enderle April 17, 2017 10:41 AMI don’t know about you but I can’t seem to get out of my head the image of that poor Asian doctor who, seemingly unconscious, was dragged off that United flight. The fact that the airline did that to a 69-year-old doctor just so it could save money moving employees around is nearly as unbelievable as the initial tone-deaf response from United’s CEO, who blamed the passenger. It was only later that he offered an actual apology. While the United debacle was going on, I happened to be reviewing Qualcomm’s counterclaim against Apple, and holy crap.
I think moderately successful people choose to do business with the big awful corporations because those companies convey an aura of implacability on those customers. Something gratifies the customers who put up, year after year, with the awful pricing and reliability of an AT&T or a Bank of America or General Motors. Some truly respond to that abuse.