Posted by Kirsten Gibbs Last updated 14th December 2021 reading time
As usual 'It's a Wonderful Life' will be on TV this Christmas. I'll be watching it, again.
And noting, again, that nothing that makes the protagonist's life worth living has anything to do with scented candles, Amazon orders, or objects of any kind.
Of course not. We are not what we own, but who we know.  We are the sum and product of our connections with others.
Which makes me even angrier that more than a dozen people died last weekend in Kentucky because a manufacturing or fulfillment target counted for more.
This isn't 'legendary customer service' - I don't believe any customer would value on-time delivery of their order over the life of the person making or packing it.
In fact it shows that the customer isn't really important either. It would have been so easy to let people know 'We're sorry, but a storm is on it's way, and we daren't risk our people's lives. We'll make arrangements to get your goods to you another way, but they may be later than you expected'.
As you know, I believe a business should be built around making and keeping promises to its customers and clients, but when you can't, or shouldn't, due to forces outside your control, say so and do the right thing. The people you serve will love you more for it, not less.
