"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"
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Market discipline is often sold as a polite abstraction. Adam Smith makes it feel like a hand on the collar. The “real and effectual discipline” isn’t a guild rulebook or a magistrate; it’s the customer’s exit option. Smith’s phrasing is pointedly moral: “frauds” and “negligence” aren’t inefficiencies, they’re vices, and the mechanism that checks them is not virtue but fear. The line carries an unsentimental view of human behavior: people don’t reliably do the right thing because they’re enlightened; they do it because consequences arrive on time.
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.
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). |
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