Fred Krampits wrote:
>
> Trevor: Having seen what complacentcy in the marketplace has down to
> many Computer companies, it would be in Moss's best interest to do this.
> First it may not require a full time body. Second the attention paid to
> customer issues would only generate further goodwill between Moss and
> its customers, which would add to their bottom line positively.
...does it really?
I don't buy additional parts because the service was nice, I
buy additional parts because mine are broken or missing.
Moss may have realized that they are in a market niche that
is driven by outside forces. It's a zero-sum game, the only
way Moss can get new business is to steal it from their
competitors. They cannot "generate" any demand for British
car parts, like companies such as Coca Cola can.
Business is hard. I know what it's like to have customers call
you all day and make all these "great suggestions" on how you
can improve your business, but in reality most of them only
improve your business from the customer's view. While that
is a good thing if the costs are reasonable, usually they
aren't.
Customer satisfaction is a big thing, but it's not everything. Lots
of extremely well loved companies go under, for example.... MG,
AH, Triumph... etc... etc...
--
Trevor Boicey, Ottawa, Canada.
tboicey@brit.ca, http://www.brit.ca/~tboicey/
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