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Focusing on the customer: a paradigm shift

In: Sense and Respond

Author

Listed:
  • Susan Barlow
  • Stephen Parry
  • Mike Faulkner

Abstract

There is a well-known story about a traveller who came upon three individuals working with stone. Curious as to what the workers were doing, the traveller approached the first worker and asked, ‘What are you doing with these stones?’ Without hesitation the worker quickly responded, ‘I am a stonecutter and I am cutting stones.’ Not satisfied with this answer, the traveller approached the second worker and asked, ‘What are you doing with these stones?’ The second worker paused for a moment and then explained, ‘I am a stonecutter and I am trying to make enough money to support my family.’ Having two different answers to the same question, the traveller made his way to the third worker. The would-be philosopher asked the third worker, ‘What are you doing with these stones?’ The third worker stopped what he was doing, bringing his chisel to his side. Deep in thought, the worker slowly gazed toward the traveller and shared, ‘I am a stonecutter and I am building a cathedral!’ Source unknown

Suggested Citation

  • Susan Barlow & Stephen Parry & Mike Faulkner, 2005. "Focusing on the customer: a paradigm shift," Palgrave Macmillan Books, in: Sense and Respond, chapter 0, pages 19-35, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-50814-9_2
    DOI: 10.1057/9780230508149_2
    as

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