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« What to write when you don't know what to write | Main | Maybe you don't want traffic so badly? »

Do customers have responsibilities?

Yesterday on the plane, a couple spent the entire flight badmouthing the JetBlue staff. I mean significant profanity and personal attacks. They should have had the cops waiting at the runway, imho.

What fascinated me was that this couple didn't seem to mind that their beef was trivial (they didn't get to sit together in row 10, as they hoped. They could either sit together in row 20 or sit separately) but that they were willing and able to go nuclear with total aplomb.

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?"

As consumers gain more power and anonymity starts to disappear, I think this might happen a lot. And not just on airplanes. What happens to the person who builds the "I hate McDonald's blog" and spends his life ranking on them? Does she end up banned from the fast food she loves to hate?

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Listed below are links to weblogs that reference Do customers have responsibilities?:

» Turning Away Clients from Accidental Light
Just read Turning away clients on Seth Godins 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... [Read More]

» Do Customers Have Responsibilities? from NoteWordy Marketing
Seth asks whether or not "customers have responsibilities?" but does he fall clearly on one side or the other? Did you know that when JetBlue was thinking about how they were going to unique and special, they considered a dress code for their custo... [Read More]

» The Responsible Consumer from Taco's Toppings
Seth Godin has a great post about whether customers have a duty to use their newfound power responsibly.  This reminds me of an article I saw a couple years ago, I dont remember where, about how Best Buy was giving up on ba... [Read More]

» Do We have responsibilities? from Meandering Passage
When were witness to excessive bad behavior that amounts to the verbal abuse of someone, what are our responsibilities? Seth Godin posted a piece concerning a couple that spent an entire flight badmouthing the staff, including profanity and per... [Read More]

» Responsible Customers from Ilium Software Blog
Seth Godin writes today about customers and their responsibility, whether companies can (or should) blacklist customers, and consumers gaining power. I wish hed written more, actually, but since he didnt, I will. Anyone who spends any tim... [Read More]

» Knowing When to Say No from calmphotos.com
Seth Godin raises a good question that everyone who owns a business will eventually have to contend with, regardless of the product, service or market. Seth uses a recent personal experience on an airline as an example, and I think its one which... [Read More]

» Advertising that you fire bad customers from Dan Hill - Flying Aqua Badger
Nobody likes a whiner. How far will you and/or your company go to test that theory? [Read More]

» Do customers have responsibilities? from WebMetricsGuru
Read an interesting story that happened to Seth Godin as he rode JetBlue recently- he was really upset about the service but he glosses over the details. They could either sit together in row 20 or sit separately) but that... [Read More]

» My advice: Don't Drog Blunk. from Marketing Headhunter.com
Seth Godin has an interesting blog post about customers getting banned from businesses for bad behavior. Example: If a passenger gets rowdy on a flight to Timbuktu, might they find themselves blacklisted on future flights? Until Seth's post, I had [Read More]

» Being an ass-hole customer from Being different
Tom Peters wrote that he got a great service from a clerk when he showered him loveaffection. Even if you're %100 percent right, being an ass-hole makes the other party wish you fail, you die, you fuck yourself, that mostly [Read More]

» Firing clients from Here's The Thing
The gratitude and re-humanization that airline staff would feel would be 100 times more powerful than all of the lame morale programs trotted out by the airlines to try to fix their service. The airlines send a powerful message when they turn thei... [Read More]

» As I Said Earlier, It Might Be OK to Fire Your Customer from LandingTheDeal
I first talked to my audience of sales professionals back in May about this. I stand by my comments. Seth Godin asks the same question in his recent post. To him I say, I think that couple should be banned... [Read More]

» Fully Booked Bookstore in the Philippines is now O from bien que Vos empreintes de pas n'aient pas été vue
I recommended a Seth Godin book to Roca the other day and then I came across his latest post "Do customers have responsibilities?" where he contemplates the idea of FIRING YOUR CUSTOMER! Hehehe only Seth Godin can think of something as crazy as that ... [Read More]

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