You haven't even described the service that they provide, merely that they have different products than the corporate chain stores. So, the only thing that we can evaluate that store on, is that you say they have good customer service and they have a good selection of products that the large corporate chain store has. So, since we have no description of what their customer service entails, it's a stretch to say that customer service wins. It may very will be that their different product selection is enough to win. It may boil down to a lot of things that make that store win. However, that store likely doesn't scale nationally now, does it? If it did, there would be more of them, right?
On Tue, Apr 22, 2014 at 10:11 AM, Kurt Buff <kurt.b...@gmail.com> wrote: > True, but as I stated, they also have customer service, and I wouldn't > shop there without it. They are genuinely nice folks who routinely make me > happy to have shopped there. > > Kurt > > > On Tue, Apr 22, 2014 at 6:06 AM, Jonathan Link <jonathan.l...@gmail.com>wrote: > >> Product selection is not customer service, per se. Understanding one's >> market, making a niche market is not a function of customer service, it's >> good business. Customer service would be like loading your car, assisting >> you down the aisles, picking your order on your behalf, and/or delivery to >> your home. >> >> It may be that they survey their customers extensively to see what they >> want to buy, but that's not customer service. >> >> >> On Mon, Apr 21, 2014 at 11:48 PM, Kurt Buff <kurt.b...@gmail.com> 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 <asbz...@gmail.com>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 <kurt.b...@gmail.com>wrote: >>>> >>>>> On Mon, Apr 21, 2014 at 5:56 AM, Steven M. Caesare < >>>>> scaes...@caesare.com> 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 >>>>> >>>>> >>>>> >>>> >>> >> >
