"The real and effectual discipline which is exercised over a workman is that of his customers. It is the fear of losing their employment which restrains his frauds and corrects his negligence"
About this Quote
The context is Smith’s broader argument against monopolies, restrictive guilds, and state-granted privileges in The Wealth of Nations. A “workman” in the 18th century is vulnerable to reputation and repeat business, but also to the fragility of employment. Smith is defending competition as a kind of decentralized regulator: customers reward diligence, punish slackness, and (ideally) starve dishonesty.
The subtext, though, is a wager with conditions. This only works when customers can actually leave, can judge quality, and aren’t trapped by scarcity or collusion. Smith doesn’t deny regulation outright; he’s locating accountability where it bites hardest: in lost income. Read today, it doubles as both a defense of consumer sovereignty and a warning about markets where the customer’s “discipline” is blunted - by monopolies, opaque services, or platforms that make switching costly. Smith’s realism is the point: capitalism behaves best when it has something to fear.
Quote Details
| Topic | Customer Service |
|---|---|
| Source | Adam Smith, An Inquiry into the Nature and Causes of the Wealth of Nations (The Wealth of Nations), 1776 — passage discussing discipline of workmen by their customers (commonly cited from the book's sections on labor and manufacture). |
| Cite |
Citation Formats
APA Style (7th ed.)
Smith, Adam. (2026, January 18). The real and effectual discipline which is exercised over a workman is that of his customers. It is the fear of losing their employment which restrains his frauds and corrects his negligence. FixQuotes. https://fixquotes.com/quotes/the-real-and-effectual-discipline-which-is-3007/
Chicago Style
Smith, Adam. "The real and effectual discipline which is exercised over a workman is that of his customers. It is the fear of losing their employment which restrains his frauds and corrects his negligence." FixQuotes. January 18, 2026. https://fixquotes.com/quotes/the-real-and-effectual-discipline-which-is-3007/.
MLA Style (9th ed.)
"The real and effectual discipline which is exercised over a workman is that of his customers. It is the fear of losing their employment which restrains his frauds and corrects his negligence." FixQuotes, 18 Jan. 2026, https://fixquotes.com/quotes/the-real-and-effectual-discipline-which-is-3007/. Accessed 12 Feb. 2026.








