I come across countless articles, columns, and blogs about poor customer service daily. People can present their frustration and pitiful experiences in the most creative, peculiar, hilarious, and shocking ways. Most of them just want to vent, but others are determined to give their expert advice on how companies could improve their service. With all the finger-pointing and good discussions out there, I couldn’t help but wonder: As a customer, do I have any responsibility in a company’s poor product or service?

I have been, I am embarrassed to admit, the worst kind of customer there is. I don’t answer surveys, I don’t give feedback, I don’t participate in customer rewards programs, and now that I think about it, I’m not even loyal to any particular company. I do whatever is easiest for me at the time. If something goes wrong, I huff and puff, and go on about my life. I really never thought of my role as a customer, as long as a company operates as expected without numerous product recalls or really rude employees. That is, until a couple weeks ago, when Gap Inc. decided to change its logo.

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