Not Your Father's Customers

摘要

There's been a lot of talk about change lately-especially among the politicians competing to represent us. And for many years, industry leaders have been saying that drycleaners need to "change with the times." But what does that mean? Doesn't it mean your customers have changed? But they haven't, have they? They still wear clothes, make them dirty, drop them off, pick them up and start the cycle over again. Nothing has changed-or has it? The truth is that customers have changed. The ones you had 20 years ago lived through the Great Depression and two world wars. They trusted authority, respected the rules and followed a chain of command. They valued loyalty and returned it to those who earned their trust.