Too Big

If we’re lucky, our business will one day reach that point. The point where what happens to one individual client really doesn’t matter that much to our bottom line.

We’ve become too big to care about what happens to our customers.

Well, of course we care about our customers. They’re the lifeblood of our business. No customers, no business.

But do we really care?

That one client, who’s having a hard time and simply can’t figure it out. We try and try, but they’re just not getting it. Why can’t they understand what I’m telling them?!

So, we simply let it go. We brush them off. We conveniently forget to answer their correspondence.

We’ve become too big to care.

In a business that’s based on making our clients happy (and doesn’t that cover just about all businesses, except maybe undertakers…), not caring about them doesn’t really seem like the right move.

We may be big enough to get away with it, but that doesn’t mean we should.

(And just to be clear, I’m not talking about THAT customer, who’s never going to be satisfied, no matter how much we move heaven and earth. No, THAT guy deserves to be ignored. Or, maybe just referred to one of our competitors, instead of even interacting with him in the first place…)


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