> Mayhaps. The thing most are leery of is bad publicity--especially if it
> points to a competitor as a viable alternative. And most of them, at a
> policy-making level, don't consciously *want* to turn out bad product or
> alienate customers--you just have to get past the folk whose job it is to
> keep you at bay (smileyifIdidsmileyswhichIdon't).
Perhaps I am simply envious of those large companies who can hire enough people
to insulate the responsible ones from customers (but never, it seems, enough
people to answer the damned phones).
Here, when a customer calls, he talks to someone VERY responsible, not someone
whose function, whether intentionally or de facto, is to shield the others from
having to deal with those pesky, annoying, and ever so inconvenient customers.
Lest anyone raise the criticism of undue rhetoric, please note that the sarcasm
is occasioned by many experiences, some this morning, in trying to deal with
software sellers. The latest was QNX in Canada. Have you any idea how hard it is
to reach humans there? Or, to get a call returned? You are likely right about
the publicity; someone from Kanata will read this and go ballistic, affirming in
great earnestness his company's desire to be responsive and attentive.
Immediately thereafter, of course, they'll turn the voice mail machine right
back on.
--
David Fisher
Chief Engineer
Fisher Research Corporation
Rochester, New York
[EMAIL PROTECTED]
716 328 4230
fax 328 1984
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