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.
joel spolsky
Joel On Customer Service
By 2.25.07
Joel Spolsky has written a brilliant eight-step guide to remarkable customer service. The level of assistance provided by his company, Fog Creek Software, might seem alien to us because it is grounded in a philosophy that puts people above profits, to the benefit of both.
