Hmm...
On Tue, Apr 22, 2014 at 10:47 AM, Don Ely <don....@gmail.com> wrote: > " However, that store likely doesn't scale nationally now, does it? If it > did, there would be more of them, right?" > > But then he might not frequent them any more because they're just a big > chain and their services would be diminished. > On Apr 22, 2014 7:29 AM, "Jonathan Link" <jonathan.l...@gmail.com> wrote: > >> 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 >>>>>>> >>>>>>> >>>>>>> >>>>>> >>>>> >>>> >>> >>
