“Look after the customer and the business will take care of itself.”

- Roy Croc, Founder of McDonald’s

It’s never easy to watch a business fail. Especially one that has enjoyed success for years and years.

And it’s particularly frustrating to watch a business squander this success simply because it has become lazy and out-of-synch.

But, tragically, fewer things will permanently erase any company’s hard earned progress quicker than losing sight of the fundamentals.

For example, went to a sporting good chainstore - which shall remain nameless - and spent 1.5 hours searching for shoes.

“Why 90 minutes,” you ask?

Well, because not once did anyone offer to help. Heavy-handed sales are never welcome, but treating your customers like ghosts is ten times worse.

I finally found some shoes and checked out. But what did mine eyes reveal when checking my receipt? The cashier overcharged me, and to have it corrected required waiting in a secondary “Customer Service” line.

Twenty minutes later, I was informed that the products I had selected were mispriced, and weren’t part of the storewide sale.

To make a long story short, I returned all of the shoes for a full refund.

The store manager did not recognize that by saving his store the $20 discount I was mislead to believe I qualified for, he was actually losing a $150 sale.

Let’s pray that short-sighted business practices are a thing of the past, shall we?

Happy New Year!

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