Don't Miss a Thing
Free Updates by Email

Enter your email address


preview  |  powered by FeedBlitz

RSS Feeds

Share |

Facebook: Seth's Facebook
Twitter: @thisissethsblog

Search

Google


WWW SETH'S BLOG

SETH'S BOOKS

Seth Godin has written 12 bestsellers that have been translated into 33 languages

The complete list of online retailers

Bonus stuff!

or click on a title below to see the list

all.marketers.tell.stories

All Marketers Tell Stories

Seth's most important book about the art of marketing

ONLINE:

IN STORES:

free.prize.inside

Free Prize Inside

The practical sequel to Purple Cow

ONLINE:

IN STORES:

linchpin

Linchpin

An instant bestseller, the book that brings all of Seth's ideas together.

ONLINE:

IN STORES:

meatball.sundae

Meatball Sundae

Why the internet works (and doesn't) for your business. And vice versa.

ONLINE:

IN STORES:

permission.marketing

Permission Marketing

The classic Named "Best Business Book" by Fortune.

ONLINE:

IN STORES:

poke.the.box

Poke The Box

The latest book, Poke The Box is a call to action about the initiative you're taking - in your job or in your life, and Seth once again breaks the traditional publishing model by releasing it through The Domino Project.

ONLINE:

IN STORES:

purple.cow

Purple Cow

The worldwide bestseller. Essential reading about remarkable products and services.

ONLINE:

IN STORES:

small.is.the.new.big

Small is the New Big

A long book filled with short pieces from Fast Company and the blog. Guaranteed to make you think.

ONLINE:

IN STORES:

survival.is.not.enough

Survival is Not Enough

Seth's worst seller and personal favorite. Change. How it works (and doesn't).

ONLINE:

IN STORES:

the.big.moo

The Big Moo

All for charity. Includes original work from Malcolm Gladwell, Tom Peters and Promise Phelon.

ONLINE:

IN STORES:

the.big.red.fez

The Big Red Fez

Top 5 Amazon ebestseller for a year. All about web sites that work.

ONLINE:

IN STORES:

the.dip

The Dip

A short book about quitting and being the best in the world. It's about life, not just marketing.

ONLINE:

IN STORES:

the.icarus.deception

The Icarus Deception

Seth's most personal book, a look at the end of the industrial economy and what happens next.

ONLINE:

IN STORES:

tribes

Tribes

"Book of the year," a perennial bestseller about leading, connecting and creating movements.

ONLINE:

IN STORES:

unleashing.the.ideavirus

Unleashing the Ideavirus

More than 3,000,000 copies downloaded, perhaps the most important book to read about creating ideas that spread.

ONLINE:

IN STORES:

v.is.for.vulnerable

V Is For Vulnerable

A short, illustrated, kids-like book that takes the last chapter of Icarus and turns it into something worth sharing.

ONLINE:

IN STORES:

we.are.all.weird

We Are All Weird

The end of mass and how you can succeed by delighting a niche.

ONLINE:

IN STORES:

whatcha.gonna.do.with.that.duck

Whatcha Gonna Do With That Duck?

The sequel to Small is the New Big. More than 600 pages of the best of Seth's blog.

ONLINE:

IN STORES:


THE DIP BLOG by Seth Godin




All Marketers Are Liars Blog




Blog powered by TypePad
Member since 08/2003

« The five minute dissertation | Main | Flute felons! »

"You Don't Have a Choice"

I am starting to make progress in trying to figure out why people are so upset about the state of customer service today. Here's a big piece:

Some organizations are trying to profit from a monopolistic/1984 attitude.

Shavingoil For example, when working your way through airport security, the TSA people don't want to negotiate with you. They don't want to discuss the absurdity of requiring a ziploc bag to hold just one item--they just want you to throw it away. That's a key part of law enforcement. The enforcement part.

Well, if it works for irrational government agencies, it can also work for cell phone companies and other near monopolies. It makes it a lot cheaper and a lot quicker to keep people in line.

And consumers, being spoiled, hate this.

It's exacerbated by an interesting twist: many of these organizations pretend that they're not really acting this way. They don't say, "Yes, ma'am, I know you're upset, but you have no choice. If you want to get on this plane, you must throw that out, even though there's no reason. Tough." Instead, they try to reason with the customer and pretend that they realize we have a lot of choices and that they're grateful for our business. Of course, the person you're dealing with isn't actually grateful. In fact, if you went away, it would make her day a lot better.

Three cheers for the organization that says, "In order to keep prices low and traffic moving, we're unable to discuss our policies with you. We're very sorry if this inconveniences you." It's far better than the charade that so many large companies go through. It saves the expedient from having an argument and gives those that can't stand this approach fair warning to look for an alternative.

TrackBack

TrackBack URL for this entry:
http://www.typepad.com/services/trackback/6a00d83451b31569e200d8342e370653ef

Listed below are links to weblogs that reference "You Don't Have a Choice":

» Are You Grateful? from CustomersAreAlways
Seth Godin said something that stirred up quite a bit of emotion in me:...they try to reason with the customer and pretend that they realize we have a lot of choices and that theyre grateful for our business. Of course,... [Read More]

» News Flash: If You Think That Youre Going to Make Money Off a Blog Youre Fooling Yourself from Pick the Brain - Getting Smarter Every Day
Is There Any Money for the Little Blogger? In the past two days Ive been contemplating two important ideas that make me feel very uncomfortable about what Ive done and what I plan to do with this site. This is a very good thing. The first... [Read More]

» You'll get towed! from Business - Uncluttered
I live in a resort-style set of apartments on the Sunshine Coast, QLD, Australia. There is 1 apartment in our building that is only used by the owners once every quarter. This apartment has 2 carparks compared to ours which [Read More]

« The five minute dissertation | Main | Flute felons! »