Picture this:

You’ve been a successful businessman for the past few decades in your country. You’ve established a successful business model that totally doesn’t involve charging your customers ridiculous prices for a mediocre, sub-par service. In fact, your customers love your service so much that they often pay you more than they actually should!

You love your customers so much that sometimes, you even let them negotiate prices with you. Now that’s some top-notch customer satisfaction right there. In fact, no one comes close to competing with your customer satisfaction ratings in the whole country! But let’s just conveniently ignore the little fact that you actually have no competition due to establishing a nationwide monopoly on your industry.

One day, you wake up and discover that some young upstarts have decided to start competing businesses, but you’re not worried.

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Never mind that these young upstarts allow customers to directly place their orders from their phone with a few swift taps of the finger. Queueing while exposed to the elements or speaking to someone over the phone is part of the definitive experience offered by your company. A human experience.

Lazada Malaysia

Never mind that these young upstarts allow customers to have a cashless experience that handles payments in the digital domain, where payments are handled down to the exact cent. A core part of your company’s unique customer experience is allowing your customers to express their gratitude to your employees for their excellent service, in the form of generous – and usually involuntary – tips.

Never mind that the service you provide uses aging equipment with inaccurate measurements. The beauty is in the imperfection. 

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“People have always loved, and will continue loving the archaic, obsolete system that our business model is based on, and they will keep coming back”, you tell yourself. 

Or so you thought.

https://www.facebook.com/joshua.e.zen/posts/10153895017234473

https://www.facebook.com/joshua.e.zen/posts/10153895017234473

Fast forward a few years, and these young upstarts have very quickly made inroads into the market monopoly you used to have. In fact, they’re doing so well that they have rapidly grown into your main competitors, and quite a few of your traitorous employees have jumped ship.

Blasphemy!

“The people have always loved, and will continue loving the archaic, obsolete system that our business model is based on, and they will keep coming back!”, you tell yourself once again.

You enlist the help of your friends in high places to ensure government action is taken against your competitors. “You help me, I help you”, you say, as you sensually massage their palms. After all, everyone’s in the business of helping each other, in this country. Your sensual palm massages work wonders, and government officials begin clamping down on your competitors. Their employees are arrested and fined, while their equipment is confiscated on the grounds of not having the appropriate paperwork.

However, this only drives public support to your competitors. The public sympathizes with their employees, believing them to be honest citizens only trying to make a living. “Why can they not say the same of us?” you ask yourself. 

You embark on a nationwide campaign to win back the hearts, minds, and wallets of your formerly loyal customers. You stage a street protest to gain the attention and support of the public. “If we can create enough of a public spectacle that disrupts enough of our former, current, and potential customers’ lives, they will see how much of a nuisance our competitors are to us, – and they will become loyal to us”, you say to yourself. You and your employees block off one of the most important roads in downtown, creating one of the worst traffic jams in recent times. You achieve your goal of creating a media spectacle, drawing in coverage from countless media outlets. Your actions even make regional news! You feel proud.

Surprisingly, public goodwill and support of your company takes nosedive. Who would’ve thought that inconveniencing people would make them dislike you? Surely this would’ve opened their eyes to your plight? 

Despite all your actions, your revenue and profits keep slipping. Unrest begins to spread within your company. Several of your loyal, disgruntled employees decide to take matters into their own hands, following the advice of the wise words “If you can’t beat ‘em…beat ‘em”. Video evidence begins surfacing online of your employees physically attacking your competitors and vandalizing their equipment. Some of the videos are even proudly posted online by your employees themselves. Their brilliance ensures that the news of your struggles are broadcasted to the whole world via the internet, and you believe this is sure to help you gain sympathy and support in the eyes of your customers.

Yet once again, the public frowns upon you and your employees’ actions. Public opinion of your company drops once again, causing more customers to flock to your competitors.

Evidently, your sensual palm massages weren’t good enough. You as many of your friends, family, and employees, and march on parliament to demand that the government hears of how these young upstarts destroyed your rezeki with their superior product, modern equipment, and lower prices. How dare they challenge your decades-old monopoly on the industry?

https://www.facebook.com/joshua.e.zen/posts/10153895017234473

https://www.facebook.com/joshua.e.zen/posts/10153895017234473

How dare they. 

Despite your demands for government action, little is done. “The democratic process takes time,” they tell you as you see your revenues drop ever lower. 

In a final act of desperation, you decide that yet another street protest is needed to bring your plight to the attention of the public. “Surely,” you tell yourself, “if we can create enough of a public spectacle that disrupts enough of our former customers’ lives, their eyes will be opened to our struggles, and they will become loyal to us once more”.

And yet, at no given point during your struggles, do you decide to improve your product, upgrade your equipment, or improve your customer service.

“The people have always loved, and will continue loving the archaic, obsolete system that our business model is based on, and they will keep coming back!”, you tell yourself one last time.