Tuesday, June 22, 2010

What went wrong.

OK, not with the strip. We all know what's wrong there. No, this time with AT&T, the phone company that wants to know, what AT&T can do to make me and you satisfied customers? At the fundamental level, nothing. AT&T doesn't really want satisfied customers. It doesn't care whether its customers are satisfied or not. It just wants to keep milking them. Contented cows make better milk, but, really, AT&T just wants to line its customers up in darkened stalls and milk them. Barney could take lessons from AT&T on how to run a business. If someone complains, throw them a sop. But how about removing the sources of the complaint? Like, say, poor service and poor response to problems? How about doing that? No, of course not. It's just easier to clean up the mess afterwards, rather than have policies that mandate doing the job correctly. Sounds like BP, doesn't it? Yes, it's the universal business ethic nowadays. Scrape by with the least expense at the front end, and then make the least effort to correct the inevitable resulting messes.

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