Some products are unique and you are ready to go any length just to buy them. I have this affinity for soya shakes which I found ONLY at my nearby retail outlet. But the only hick up was->Bill processing. There wasn't any other store in my radar where I could get this product. It took me 60 seconds to pick the product and stand in queue. So I stood in line for more than 600 seconds for a 150 rupees product. Was it justified to woo your customers with a unique product and make them stand in lines at your beck & call? What have you captured their loyalty or their desperation?
Think about it. How long was it going to take me to go to his competitor- retail outlet with a better billing & crowd management system and request for the same shake? If he is smart enough he would get the message. He wouldn’t even have to woo me. When big retail giants commit mistakes like this it becomes easier for us to figure out why they go bust.
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