Yeah, your original point was very fair; GP probably didn't mean for his statement to be interpreted as its inverse, which I jumped the gun on. My reasoning was

Yeah, your original point was very fair; GP probably didn't mean for his statement to be interpreted as its inverse, which I jumped the gun on. My reasoning was that if the inverse wasn't implied, then the overall conclusion should simply be "all companies should provide exceptional customer service". I also probably should have more charitably interpreted GP as "companies in a strong position have a better ability to provide good customer service."