Friday, 19 October 2007
Serving "the public" versus serving "the customer"
"Squander Two," while railway blogging, nails the distinction (but do read the whole post):
Via Tim Worstall
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"Squander Two," while railway blogging, nails the distinction (but do read the whole post):
The very phrase "customer service" has it built in: serve your customer so that they will give you money. And there's rarely any doubt about who your customer is: it's the guy offering you money. But then there's public service. The trouble with public service is that the public are a bit of an anonymous blob. While the customer standing in front of you, wanting to give you money, might be a member of the public, he ain't "the public." If you work in public service, your job is not to serve him.I think I'd extend this to include private companies in pseudo-monopoly positions. If your patrons have little choice, there's little incentive to please them.
Via Tim Worstall
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