Don’t fight your customers. 

Listen and watch them very closely. 

They are trying to show you the future. 

During the Napster era, people were stealing music online. The music industry had every right to fight them, but at the root of it, the customer was showing the industry exactly what they wanted; music in a digital form, the ability to select single songs, and to have it all for free. Fast forward to today, and you can stream your heart away. 

 Photographers fought digital, then iPhones and Instagram.

“Core” skate shops fought sports shoe brands.

Taxi companies fought ride-sharing apps. 

Retailers dragged their feet and fought online shopping. 

The list goes on. The result is almost always the same; the ones fighting customer’s desires the most are now fighting for relevance. 

If your customers are repeatedly challenging your tastes, your systems, and everything you hold dear. Pay attention. Change is coming.

Holding on and educating is not impossible, but it takes extra. 

Does your store’s culture create customers dedicated enough to buy their second or third choice from you rather than shopping online for what they really want?

Customers aren’t always right, but they always win. 

Are you going to win with them? 

Or die fighting for the way things were.