Re: Another lousy Borland experience

Of course that's a risk, but all I can offer is empirical studies
carried out by respected and well established, large multi-national
companies who found that the benefits of treating every customer
complaint as valid far outweighed the costs of scrutinising every
complaint to ascertain validity before then dealing with those
complaints in the manner felt appropriate to the frivolity/legitimacy of
the complaint or the offensiveness or politeness of the complainant.

There are management consultants out there who recommend sacking customers
that cost too much in support. So obviously these empirical studies have
counterthoughts.

Oliver Townshend


.

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