notes and views on crm, social media, and the human side of information technology

No good needs must go unpunished

Carrots and sticks, misapplied:

Store employee on break gives chase to shoplifter. Catches shoplifter. Store manager orders employee to release shoplifter, who then gets away.

Employee is fired for violating the “never touch a customer” rule.

writes Ben McConnell of the Church of the Customer Blog, commenting on this story.

It gets worse. The fired employee got physical with the shoplifter outside the store, on public ground; he acted as a private citizen. Yet, the store’s spokesman had the audacity to say, “He is still considered an employee of Whole Foods Market regardless of where he was and what was happening.” Fascinating.

I’d say Whole Foods is in need of a careful customer value analysis.

Additional reading

January 3, 2008 | Filed Under CRM 

comments

Leave a Reply