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GAYATHRI
As you know a paradox is a “statement that seems to conflict with common sense… but nevertheless is true.” (Webster’s II New Riverside Dictionary)…
]]>A second reason why customer service stinks is that the people with
the power to improve it never use it. Robert MacNamara as CEO of Ford
once proposed to omit the spare tire from Ford cars. At the meeting
where he proposed this, he challenged his vice-presidents by asking
how many of them had changed a tire in the past six months? None had.
But, then one of them pointed out that they all had company cars which
were replaced every six months and were serviced in the company garage.
Meanwhile, the average Ford customer drove his car for at least four
years and could reasonably expect to have a flat tire during that time.
If you wonder why auto salesmen are such a pain to deal with, the main
reason is that the executives of his company never have to deal with
one.
Welcome to the Carnival of the Capitalists.
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