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I was an impressionable 17-year old. Working at a large chain store selling stereo equipment and musical instruments.
The merchandise was a mix of half decent stuff and crap. The managerial focus was clearly profit maximization with little or no thought given to customer service or longer-term customer feelings.
One day, after a woman had brought back a defective piece of merchandise – for the third time – I LOST IT. She was gracious enough even after having trudged back to the shop again, and the store did replace it, AGAIN, but it seemed so pointless and frustrating and avoidable to be selling total shit just to squeeze out an extra few points of margin!
I went to my boss and said “Jimmy, this sucks!. I am so embarassed, this poor lady bringing her kid’s Xmas gift back for the 3rd time now! Can’t we sell DECENT stuff at a decent price and take slightly less mark-up?? Then maybe we’ll piss off less customers, earn long-term customer good-will and they will come back and buy MORE creating a virtuous circle?!”
Jim (who was quite a bit taller than me) looked down at me, at first puzzled, then dumfounded by my appraent naivete, and a smile crossed his face and he rhetorically asked if I was a Communist, then grinning even more broadly, he slapped me on the back and said “Welcome to the world of business Bobby…..”
Epilogue: The company, much to my satisfaction, went in and out of bankruptcy several times and was eventually taken over.