Now I wrote the other day that all people are customers, but the truth is actually even more scary (or promising, depending on how you want to see things). At some point, I heard a lecture by American management giant Steve Farber, where an interesting anecdote was told.
It was about a man who had been on a business trip in the United States. At a point, he needed to have some documents certified . He walks past a local bank able to do this, enters and tells the woman behind the counter about his need, after which he asks what it will cost him.
Then the woman behind the counter tells him:
"It's free. It's a service we do for our customers."
"But I'm not one of your customers."
"No. But maybe you'll be one day."
Why do I have the feeling that this bank has more potential customers than one who uses any opportunity to twist a little petty cash out of random people passing by?
(Translated from Mere, end man aner, er kunder, originally published September 29th, 2013)