----- Original Message -----
From: "Henry Posner"
Subject: RE: Message from Henry Posner, Part I
Fine. Let's say I didn't read it in the HBR. Let's say it was on the back
of a Rice Chex box. The concept remains as provocative. Criticizing the
source (HBR) and ignoring the concept is a typical Straw Man argument, I
believe, and obscures the real issue which is -- are there customers too
expensive or too troublesome for a company to keep and does a company
benefit from purposely dropping unprofitable and difficult customers?
I suspect a lot of your wisdom comes from the back of a Rice Chex box.
However, in this case you have, apparently, decided to drop a customer for
being too much trouble after lying to him about your pricing on your
website.
Deflecting the issue to try to justify your actions is certainly not morally
superior to someone dismissing a concept because the source of that concept
has proven itself to be wrong with regards to the concept.
William Robb
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