“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”
- Sam Walton
I’ll admit it. I’m not a very patient subscriber. Maybe it’s a by-product of a working-class upbringing, but while I’m not shy about spending money for services I want, I’m discerning about those expenses and count on the fact that my providers will do what they say they’re going to do and do their best to convince me that they’re not screwing me over in the process.
If they fail to meet those promises, I’ll churn, churn, churn. I’ve switched or threatened to switch my ISP, my mobile provider, my bank, my dentist, my mechanic, and the brand of cat food I buy dozens of times and almost always for the same reason: I feel like someone’s not properly valuing my business. Sometimes it’s a rational decision. Sometimes it’s an emotional one. However, that makes me human and humans are, unfortunately, the ones who make decisions to continue or discontinue services.
They’re the ones who hire and fire us every single day.
Pipeline
Publishing, Volume 6, Issue 5
