Wed 14 Jun 2006
Just read Do customers have responsibilities on Seth Godin’s blog. A sample quote from there:
It struck me that this would have been inconceivable for sober people just ten years ago.
Would it be okay for JetBlue to blacklist this couple? To say, “you guys totally crossed the line, you can’t fly with us any more?”
So this is kind of about turning clients away, if you like. It reminded me of a company that we do business with who similarly will turn away from clients and not do business with them if they don’t like them or they are not the right sort of client. It struck me then that this is also great marketing: if you do end up doing business with them then you are joining what you believe to be a more exclusive club and if you believe it to be exclusive you will try that much harder to join.
So this can kind of work both ways. Turning clients away makes for a happier business and .. more clients
June 14th, 2006 at 1:05 pm
Excellent thought. I think Seth did not take this idea far enough and you make a good point.
Dave Wheeler
http://www.theshot92.blogspot.com
June 14th, 2006 at 5:53 pm
Agree, Just like Seinfeld and the soup nazi ” No Soup For You!”. But it goes on, Seth who may or may not have been with his children had to listen to the exchange.
July 4th, 2006 at 4:02 pm
I have had to BAN yes BAN as in revoke several members memberships from our Country Club.
People today seem to be in to name calling.
One member used an epithet on me as I am Jewish, another called us crooks and embzellers. A third when asked to leave the Club because he was drunk and disorderly commented “You’re not going to serve me�
Its not like I am black why wouldn’t you serve me??
So now I have about 20 or 30 people upset with me because I revoked three memberships.
But you know what?
As Ritz Carlton says “We are Ladies and Gentleman Serving Ladies and Gentlemanâ€
It works both ways if the customers cant act like Ladies and Gentlemen do we want them. I say
NO.
By the way my 29 year old son who works with me had to listen to most of this.
January 5th, 2007 at 8:56 pm
I couldnt agree more. There has got to be a way for civil ladies and gentlemen and companies who cater to ladies and gentlemen can fight back from such inappropriate behavior.
From what I understand about JetBlue did them a favor by not pressing charges against them with the FAA. There is a FAA rule that the captain is IN CHARGE at all times and requests by the captain and crew of a flight must be followed. If they are not, the passenger is in violation of FAA rules and can be prosecuted.