It’s hard — maybe even impossible — to do service right if you think your customers are idiots.
If you don’t think customers are capable of rational, intelligent decisions, then it’s oh-so-easy to rationalize treating them like walking dollar signs. Or sheep.
Evidence of their collective dumbness seems to be everywhere. Here’s a cellular phone customer who thought Seattle was in Canada. A classic: The Disneyworld guest who wants to know what time the 3 o’clock parade starts. There’s even a Facebook page dedicated to stupid customers.