Views from the Hills by R. E. Stevens, GENESIS II
Second Beginning) E-Mail firstname.lastname@example.org
It's the Personal Side (or is it?)
The past three weeks were devoted to a lot of reflection. Three
ago my old 25mhz computer gave up its ghost after 14 years of perfect
What to do? All ny "Views from the Hills of Kentucky" were on the
along with all my lectures. You are right, I did not back up my files.
the fax software along with all the distribution files were also on the
computer. Was this to be the end of my retirement hobby? I could not
it and neither could the computer repair shop that kept it for two
During this terrible two weeks, I resorted to what I always do during a
time, I clean out my files. In one of my files, a yellowing news paper
from 1994 fell out. It was an article by a young fellow by the name of
Peters, the famous management consultant. the article is titled
to the customer a business' greatest service." In the
Mr. Peters discusses a restaurant experience where despite the
actions were headed for a disaster. But along comes a knowledgeable
who knows how to soothe the feathers of an unhappy customer. With a
conversation, Mr. Peters left the restaurant after a poor meal feeling
about the establishment.
The real story was further into the article, it was about a research
conducted by the Forum Corporation. This company analyzed business
lost by 14 major manufacturing and service companies. These were lost
Fifteen percent of those who switched to a competitor did so because
"found a better product." - by a technical measure of quality. Another
percent changed suppliers because they found a "cheaper product"
Twenty percent high tailed it because of the "lack of contact and
attention" from the prior supplier and 49 percent left because "contact
the old supplier's personnel was poor in quality." Note: The last two
20% & 49%, defected because they didn't like the human side
doing business with the previous provider.
I wonder what the same study would reveal today with all the
and answering machines. Would the numbers change? More importantly, is
service really important today? By the actions of our major companies,
looks as if it is not considered very important.
Back to my problem. I doubt if I will ever use the repair shop again
held my old computer for two weeks with no positive results. A friend,
Zitnik of the Kroger Company, took my broken down computer home for one
and fixed it. Or should I say fixed my problem. He took out the hard
and bought an old 486 IBM for $20, and installed the hard drive from my
computer into the IBM and I'm back in business. He would not take any
for his efforts. So Charlie, his wife Debbie, and my wife and I had a
hour Chinese Dinner at a local restaurant. Our meal was much better
In today's culture, do you feel that service is over rated? Do your
agree with you?
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