Did Bad Customer Service Doom Circuit City?

Did Bad Customer Service Doom Circuit City?

Best-practices guru Joel Spolsky thinks Circuit City imploded because of their terrible customer service, not any “recession” or “macroeconomic conditions” nonsense. To prove his point, he looks at thriving New York electronics retailer B&H, which succeeds because they understand that stellar service leads to healthy profit margins.

Tip o’ the Beard and Hat to B&H Camera

The actual, successful purchase of a camera seems sort of a sad end to The Thomas Hawk Affair, but we suppose we can be happy that he got his camera in the end. Our publisher Nick Denton seems especially happy about it, since he keeps sending us links to stories about people buying cameras from B&H. We guess that means he’d like us to post up this one, as well, by Mr. Joe Wilcox of 101 Typepad Lane.