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So you're basically hoping that I never begin to think that your software is low quality (and, remember, for this example we're assuming it is), because once I make the connection, I'm off to another vendor. Admittedly, they may also be poor quality (again, in this example I'm a poor judge), but the point is it's no longer you I'm doing business with.

You would think that this would be the case. In more cases than one might expect, it's not.

Last night, my girlfriend and I went to a coffee shop near her house. She complained that the service there was terrible, and told me about various complaints and arguments with the managers. She still shops there, because it's right next door to her house.

Microsoft has demonstrated repeatedly to it's customers that their software has low quality. People still stay with Microsoft, though, because there's a learning curve associated with change.

The local phone company has horrible customer service. I'm still with them, because I haven't taken the time to pick one of the new alternative carriers and sign up for one, although I'd certainly like to. Until I do, the lousy phone company still is still taking my money...

People don't like to change their habits. It's not a matter of intelligence; it's a matter of convenience. I'm convinced that laziness drives the universe more than most people are willing to admit. Certainly, formal logic is a poor predictor of human behaviour patterns...


In reply to Re: What is quality? by Anonymous Monk
in thread What is quality? by jimt

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