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Goodwill Industries of Central Texas

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Goodwill Industries Of Central Texas

Who are Goodwill’s customers and how have their demographics changed over time? Goodwill has a varied customer base that may shop there for different reasons. As outlined by Fitzsimmons et al., (2014), “Goodwill Industries of Central Texas (GUCT) was founded in 1958 to help with people with disabilities lead productive lives” (p, 294). Consequently, some of Goodwill’s customers will be those who also wish to support those with disabilities. Next, customers who are perhaps on a low income or where price and affordability are of a sensitive nature will shop at Goodwill as clothes are typically priced well below $10 for items of clothing. As Goodwill’s inventory is built from donations, it could be said that some of those donations may be regarded as quality trash; trash that is perhaps too good to throw out. At this point the phrase of “another mans trash is another mans treasure” comes into force as these types of donations provide opportunities for customers to find a bargain. Lastly, there are those customers that are looking for that classic style of clothing or that old fashioned decorative piece that would look lovely in the living room. Goodwill is the place to go. The demographics of Goodwill’s customers have changed over time. There initial demographic were those who were price sensitive but now they encompass a broad customer base which will include those who are not price sensitive, those who want a bargain and those who are looking for that “unique something”.

How should the introduction of for-profit thrifts affect Goodwill’s decisions about the role of customer service? From my own experience it is evident that historically, the role of customer service at thrift stores was not something of a priority. It was more of the case of processing donations so that they can be sold was the primary

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