Are Some Customers More Equal than Others?

Jill Hoover grinned as the sound of children’s screams filled the air around her.“Could you please repeat that, Bill?” she called out to the park manager, who was explaining the sophisticated safety features of the roller coaster they were walking toward. Jill was getting her first look at the Anaconda, the newest—and biggest—attraction in the group of theme parks her company ran nationwide. She had seen the ride in various stages of development, but the final product was truly something to behold, especially in action. “It’s incredible!” she marveled, as much to herself as to her CFO, Nathan Cortland, who had just caught up to the tour. But the moment soured as she noticed a scuffle in the long line of people waiting to ride. A couple of tough kids—young men, really—had tried to jump the queue, and other people weren’t standing for it. Bill was already moving toward them and murmuring into his walkie-talkie: “Security to the Anaconda, code 3.”