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From: cox@stpstn.UUCP (Brad Cox)
Newsgroups: comp.sys.next
Subject: Customer satisfaction (was dissatisfaction with NeXT)
Message-ID: <6095@stpstn.UUCP>
Date: 25 Jan 91 17:18:39 GMT
References: <1991Jan19.200318.10586@macc.wisc.edu> <1991Jan20.205438.17964@uncecs.edu> <1991Jan21.002310.18558@macc.wisc.edu>
Reply-To: cox@stpstn.UUCP (Brad Cox)
Organization: Stepstone
Lines: 30

>>I work for NeXT and, in my spare time, answer some questions
>>I see on the net. I also forward messages on to people when
>>appropriate.  There are others at NeXT that do the same
>>thing.	But, noone has the duty of "answering the net".
>>There are several problems with an employee of a vendor
>>answering questions on the net.

There is a grocery store in Connecticut (prominently featured in "In Search
Of Excellence"), that knows something that computer/software companies
should learn. My wife goes *way* out of her way to shop there. Why?

One sign of the difference is that, as you enter the store, there is a huge
block of granite right in front of the door (8 ft tall as I recall), with
the following creed chisled into the stone:

#1: The customer is always right.
#2: If the customer is ever wrong, see Rule #1.

This is not just a marketing slogan, because you can sense the difference
throughout the store.

So in connection with NeXT, which is more important? Chasing techno-nits and
grits? Or making the customer feel needed; by phone, by usenet, or if they so
desire, by carrier pigeon and tom tom.

Did'ya ever wonder why Big Blue got to be so big?
-- 

Brad Cox; cox@stepstone.com; CI$ 71230,647; 203 426 1875
The Stepstone Corporation; 75 Glen Road; Sandy Hook CT 06482