Yesterday I wrote about a
great product (by HP) that was supported by horrendous customer service.

I ultimately would not buy
it.

Earlier in the week I had
the opposite experience.

I was in New Orleans at a horrible hotel that had outstanding
customer service. The manager went above
and beyond the call of duty attempting to compensate for a sub-standard product
(dirt, insects, mold – you get the picture).

My whole party changed
hotels.

The conclusion: you need
both!

How
does this relate to change?

There
is no longer anywhere to hide. Bad
experiences
with
your product or your
service get
around.

People
are more efficiently connected.

Alternatives
are more readily discoverable.

The
bar has been raised.

Have
your product and service standards been raised too?