Originally published on Cycling Industry News.
I often notice examples of people forgetting how the balance of power in consumer-retailer interactions has changed in recent years. This time, it was a Facebook post on the World Bicycle Mechanics Forum: “For the first time in 9 years of business, I fired a customer.” I read through the whole post and over fifty of the comments. I stopped when I realised the comments were coming in faster than I could read them.