Why products get better and service gets worse

Service standards are really a means of avoiding accountability

July 17, 2012
CALGARY, AB, Jul 17, 2012/ Troy Media/ – Remember when getting a 100,000 miles of your car was considered a miracle of sorts? Those invited to bear witness performed the ritual of peering into the driver side window to confirm all those zeros on the odometer, the proud owner instantly becoming a member of that rare class of individuals that ‘really know their cars’.

Of course, knowledge had nothing to do with it. Lemons were the norm and avoiding them took all the skill of purchasing a winning lottery ticket. <Read the entire article>

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