Yesterday I wrote about the human elements that create loyal customers.

On the flip side of this is the company that plays by the book. The company that goes out of its way to not be personal. The company that tries to create machines out of humans.

I’m talking about the business that locks its doors at 6:57, despite closing at 7.

The business that punishes employees for showing empathy and compassion in dealing with customers.

The business that hires expensive consultants to help extract every dollar from existing customers.

The business that rewards employees for saving the company money at the expense of their customers.

The business that has gotten too big to care, too disorganized to try, and too greedy to realize it.

That’s how you lose.