Providing good customer service is expensive, and is generally not rewarded by the customers. It becomes what they expect but will not pay for. So, you inevita

Providing good customer service is expensive, and is generally not rewarded by the customers. It becomes what they expect but will not pay for. So, you inevitably get a race to the bottom. And once you’re there, someone has to find a new bottom to race to. So, why bother?