Yes, I realize that, and apologize. That came out very poorly. More later.
Kurt On Tue, Apr 22, 2014 at 9:02 AM, Michael B. Smith <[email protected]>wrote: > Yeah, that’s not quite what I was going for there… > > > > *From:* [email protected] [mailto: > [email protected]] *On Behalf Of *Andrew S. Baker > > *Sent:* Tuesday, April 22, 2014 11:19 AM > *To:* ntsysadm > *Subject:* Re: [NTSysADM] OT: Corporate Support of Open-Source projects > > > > *>>As MBS has pointed out, those who have monopoly grants from the > government often prosper without customer service.* > > Is that that MBS pointed out? Or are you just willing to extrapolate all > that in order to support your otherwise unsubstantiated argument? > > Does Google have a monopoly grant from the government? Do they have good > (or even comparable) customer service to Apple in the area of mobile > computing? > > Just for the record Kurt, you are entitled to have your own views, as is > everyone one else here. The issue -- especially in a technology forum full > of technologists -- is that we have, for some foolish reason, gotten it > into our heads that people who present a position will not only be able to > support that position logically, but will consider it their duty to do > so. > > > > > > > > > > > > *ASB **http://XeeMe.com/AndrewBaker* <http://xeeme.com/AndrewBaker> > *Providing Virtual CIO Services (IT Operations & Information Security) for > the SMB market…* > > > > > > On Mon, Apr 21, 2014 at 11:48 PM, Kurt Buff <[email protected]> wrote: > > No, not all category leaders are good at customer service. As MBS has > pointed out, those who have monopoly grants from the government often > prosper without customer service. Those who offer retail Internet > connectivity (often WISPs), have customer service as a differentiator - > sometimes it's their only differentiator, because they're shut out by law > from string cable/fiber, and can only occupy a small niche, usually well > outside of a metropolitan market. > > As well, I'm fairly sure not all companies with good customer service are > category leaders, though I think that's more often true in smaller markets > - but if I were to run across such a company, I'd probably prefer to buy > their stock, and would definitely give them my custom. > > > > However, in most free(ish) markets, category leaders are often, though not > always, very good at customer service. It probably depends a lot on the > market in question. > > Take groceries, for example. My wife and I don't shop at the large > corporate chain stores that are local to me (Albertsons, QFC, Safeway, > etc.). We shop at a smaller locally owned store, where they have very good > service, and a really good selection - not just the basics, but nice stuff > that it's hard to find at the large chains that focus on the lowest price > at the cost of service and selection. Their prices where I shop are usually > within a percent of the large stores. For me (and obviously a fair number > of other people, as the store is doing well), customer service wins. > > Kurt > > > > On Mon, Apr 21, 2014 at 3:20 PM, Andrew S. Baker <[email protected]> > wrote: > > So, only the category leaders (and those vying to be category leaders) > offer customer service? > > Are there any category leaders that *don't* offer customer service (or > anything approaching real customer service), while others in their category > do? > > > > > > > *ASB* > > *http://XeeMe.com/AndrewBaker* <http://xeeme.com/AndrewBaker> > *Providing Virtual CIO Services (IT Operations & Information Security) for > the SMB market…* > > > > > > On Mon, Apr 21, 2014 at 10:07 AM, Kurt Buff <[email protected]> wrote: > > On Mon, Apr 21, 2014 at 5:56 AM, Steven M. Caesare <[email protected]> > wrote: > > >> Re: Companies' incentives: That's not universally true. I refer you to > companies that have as at least some of their core operating principles the > ideas of customer service - > > > > That's an ends to a means. That customer service exists to promote > goodwill with regard to the customer buying products the sell, > > > > The litmus test for these: > > > > Cold the company conceivably exist by eliminating the "extra mile" > customer service? Yes. Could they existin by eliminating product sales? No. > > Hrm. I don't think that's the right yardstick. I believe the question > should be: Would these companies be category leaders if they didn't > have such good customer service? And I believe the answer is no. > > Kurt > > > > > > >
