I definitely agree with the author that there are opportunities out there for businesses which provide good service. I'm at a point in my life where I don't actually care that much about price any more. I will pay a premium for a) good quality products and b) good service. I love going to my local butcher shop, even though it's often 25-50% more than the supermarket near me. Why? Because they have great service. If I need some soup bones cut in half to roast, they're happy to take them back and run them through the saw. If I ask for 3" thick steaks, they will say "no problem, come back in a day or two and we will cut some that size for you". They'll break down whole chickens for me if I ask, etc etc. That's well worth the premium in price, and they have a very loyal customer base because of it. Service really does matter.
paulgb · 5m ago
Enjoyable read, but kind of ironic that it interrupts your reading half way down to nag you to subscribe. Everything is an overcrowded airport lounge, indeed.
jedberg · 6m ago
I'm the CEO of a small company. Our team is super customer service oriented, and I support and reward that, even though it costs us extra. I agree with the article.
Provide great service and a product that works, and people will love you.
SanjayMehta · 1m ago
I’ve heard the “you can order the odd colour online” so many times I’ve started telling the sales people “if we all did that then you wouldn’t have a job.”
I think most brands have adjusted to “showrooming,” where customers check out the fit and finish and then order online anyway, specifically for shoes. Some stores place the order for you.
The extra charge for bags is mandated by many local governments (to “reduce waste”), businesses just tack on another few pennies of profit.
GianFabien · 48m ago
Perhaps it would be better to look at this business dynamic from the point of view of the brilliant MBAs and executive suite McScrooges. It is all about maximizing shareholder value. The so called customer is a roadblock to directly lifting the money out of their wallet and into theirs.
bigstrat2003 · 13m ago
This is why, were I to start a business, I would never under any circumstances take it public. Once you become a slave to the next quarter results, it inevitably kills your ability to provide a quality product. As a society we should incentivize businesses to be in it for the long haul, not just to focus on immediate "number go up".
nativeit · 27m ago
This exact notion is why I named my business "Native I.T." back in 2015 when I became disillusioned with the state of I.T. subcontracting and the emerging "gig economy". I've always been better at service than sales, so here's hoping I can leverage my strength with this particular niche. I can certainly say that I share the sentiments, and find most everyone I know does as well.
vrdev · 20m ago
I recently travelled through both Chicago and Denver airports and was amazed to see lines of people queued up to enter the clubs. It seems like such a synthetic economy, like a theme park.
bofadeez · 5m ago
Not going to read anything with unironic em dashes
loloquwowndueo · 22m ago
Hilarious and insufferable at the same time. Enjoyed it!
Provide great service and a product that works, and people will love you.
I think most brands have adjusted to “showrooming,” where customers check out the fit and finish and then order online anyway, specifically for shoes. Some stores place the order for you.
The extra charge for bags is mandated by many local governments (to “reduce waste”), businesses just tack on another few pennies of profit.