Very well said and with that, consider this: "Allowing some customers to bypass channels may seem helpful, but once everyone becomes special, no one is special

Very well said and with that, consider this: "Allowing some customers to bypass channels may seem helpful, but once everyone becomes special, no one is special." Well, some customers may actually be special. It depends if the customer is willing to pay for the special status. I'm sure that kind of philosophy can't be applied to all situations or kinds of businesses, but it's not absolute: it can work. I try to apply the same thinking to emergencies: I meet customer's emergency with higher price. Most of them back off and figure out they can wait for our normal procedure. A higher price is great filter to customers who have a real emergency and are willing to pay for it. With that, you can really have some customers to be special, but not everyone. I can only agree with the rest, very well said.