The Consumerist relates the story of a potential Verizon customer who grew frustrated with his inability to get its high-speed FiOS Internet service. After resorting to emailing the CEO of the company, his service was promptly installed.
“Verizon is a corporation who cares about their customers and not only about the bottom line,” wrote the newly happy customer.
Now ask yourself: Just how separable are “caring for customers” and “the bottom line”?
It’s interesting that many people’s ideological grooves have these concepts in opposition. But business owners know how much time they spend slavishly trying to please customers—because that affects their bottom lines. When big businesses do it badly, that affects their bottom lines and invites competition.
(Needless to say, the telecommunications area needs more competition, to bring customer service and bottom lines closer together).
See also: Well-Worn Ideological Grooves I