Rosspilot wrote:

It's been my experience in business that people are willing to pay a
premium for quality and customer service above and beyond the ordinary.

At which end of the spectrum is your business?

You're either hauling cattle . . . the "no frills" type passenger who would
rather save $20.00 to buy a cheap ticket with no amenities (and there are lots
and lots of them--a huge market to be sure). This airline is not going to have
great coffee., and you aren't going to expect it. ANY coffee is a surprise.
G

Or you're in the business of transporting your *clients* as comfortably, and
cordially as is possible. You want them to come back to you EVERY time they
fly. You are appealing to the segment of the market that has money, and wants
to travel "pampered" and in luxury. This coffee HAS to be good. If it isn't,
you should bitch.

This is not anything new in my view.



www.Rosspilot.com

From my point of view, clients are not to be taken lightly, regardless
of type. It's the little things that customers appreciate and remember.

If clients only wanted bare bones, there would be no market for mom &
pop hardware stores, Home Depot and Lowes would be all that we need. But
smart mom and pop hardware stores _do_ thrive in the neighborhoods of
many of the big boxes, by providing the level of service that HD/Lowes
is unable to. They don't handle luxury or pampered clients, just Joe
Schmo.

Karls' clients have provided him with an insight into their desires, and
he responded by doing exactly the opposite. I don't understand this way
of doing business at all.
Customer service is #1, period. _Exploit_ your knowledge of the clients
wants and needs, don't ignore it.
--
Jeff 'The Wizard of Draws' Bucchino

"Cartoons with a Touch of Magic"
http://www.wizardofdraws.com
http://www.cartoonclipart.com