| > the edge employees —- ie the people who interact with paying customers —- don’t own anything, and are 12 levels of management away from anyone who does. Bingo. I found the breakdown in terms of the owner/renter/maintainer classes [0] very useful. When the owner/renter/maintainer of a business/service/etc are the same person/community, incentives are aligned and quality tends to ensue. When those 3 roles are clearly delineated and separated, no one gives a shit and owners care about maximizing their profit, maintainers care about getting the job done asap regardless of whether the maintenance will hold in the long term or not, and renters are left out to dry. [0]: I first encountered it here, not sure if he got it from somewhere else. https://contraptions.venkateshrao.com/p/getting-to-gnome-mod... |
The worst hardware store in town is a little locally owned one where the owner is often not only in the store but working the checkout. They really push the locally owned angle, the place is neatly kept and folksey, but just try to return anything and they'll give you the third degree. And if you've lost the receipt absolutely forget it.
Who doesn't hassle customers about returning stuff? Lowes.