Dear Business,

What is your intent? What is it you really want to accomplish?

So many of you say you want to serve customers. You say you provide the best service or exceed expectations.

But there’s a problem. The talk is big, but the walk is small.

Stephen Covey said, “We judge ourselves by our intentions and others by their behavior.” Basically, this means our intentions mean nothing if our actions belie something else.

Business, you are not living up to the promise. There is talk of service first, but your walk says profit first.

Isn’t it time to stand up and do what you say you want to do …or… otherwise clearly state your true intention?

If you are only in it for the money, say it instead of dancing around it. At least then we customers know that the bad treatment and broken promises are just part of the game. At least then we know that we should expect a fight.

However, if you are in it to help people—which is really the only reason you exist—say it and do it. Live up to that intent. And if you are worried that we customers will cheat you, that will pass. You see, we cheat because you do. If you build our trust and become our friend, we stop trying to get one up. We don’t cheat friends.

Business, please get real. Let us customers know, honestly, what your intentions really are.

Sincerely,

Customers

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