Why Service Stinks--A Critique

Why Service Stinks: A Critical View and Interpretation Diane Brady proclaims in BusinessWeek magazine that service stinks. Through a series of examples presented from the consumers' view, she illustrates how customer service has become a privilege of the elite group of an organization's most profitable customers, leaving the average Joe at the back of the line, bottom of the heap, and last on the waiting list. Let's get one thing straight first, in terms of …

…times as much revenue as they cost, while the bottom fifth cost three to four times more than they make for the company." (Why Service Stinks) Should customers be treated equally when they clearly represent such different opportunities to organizations? The answer is clearly no. As mentioned earlier, some businesses may not benefit from, as Brady melodramatically calls it, "customer apartheid," but those who do are clever to reward the customers who reward the business.