Over the holidays, several times I caught myself experiencing a knee-jerk negative reaction to less than customer-centric behavior by companies supposedly being among the customer-centric elite. For example, Southwest Airlines is vigorously opposing a proposed new FAA regulation mandating more rest for pilots between flights. Not very customer-friendly behavior, considering the significant percentage of fatal air crashes resulting from pilot fatigue.
But in this case and others, I found myself fighting against allowing the perfect to become the enemy of the good. Southwest IS a very customer-centric company, overall. So is Verizon Wireless, especially against the backdrop of a customer-unfriendly industry. So is McDonalds, even while pushing back against proposed new food labeling laws. And won’t applying “purity tests” penalize such companies for making all the progress they’ve made?
Now, that doesn’t mean I’m willing to forgive a Best Buy for preaching customer-centricity while they’re completely falling off the wagon. But shouldn’t we (myself included) cut the relatively good actors some slack?
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