Tuesday, February 01, 2011

The Zombification of Us All


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  • Yes, this pretty well sums up what I loathe about the modern trend of referring to people as "customers" when they most emphatically are not.

    An attorney should not treat his client as a customer, doing whatever the client wants, filing asinine paperwork. Media houses, particularly the full-service ones, should never undertake a goofy action because it's what the "customer" wants. Clients hire agencies and lawyers because they need expert advice.

    The same is true in healthcare, BTW. Somehow patients have become "customers". This is a pernicious, idiotic trend foisted off on the masses by utterly clueless management.

    By Blogger warren, at February 1, 2011 at 4:58 PM  

  • Exactly, Warren. I've always puzzled over how the meaning of the word "agency" has been lost.

    It means, very simply, that we act "on behalf" - as an "agent" of the client - the one that knows best. "You hire us for a reason."

    Rare is the client willing to give up control and say, "You're the expert. Tell us what we need to do."

    I think it might still apply in the insurance or financial industries, though I'd bet they could weigh in on the contrary.

    By Blogger Dave, at February 1, 2011 at 8:39 PM  

  • I have a sign on my wall where everyone can see it...
    The Client has the Right to be Wrong. It's true.

    By Anonymous adchick, at February 2, 2011 at 5:33 PM  

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