3 ms·
"people will pay more to shop in person because they want the in-person support that our staff provide" is written on the gravestone of every dead retail compan
by notatoad 3y ago
"people will pay more to shop in person because they want the in-person support that our staff provide" is written on the gravestone of every dead retail company.
- bsder 3y agoOnly because they try to scale. Support doesn't scale. It's weakly profitable. It's specific to an area. It's slow. It requires workers with a bit of clue. Support is everything that modern business culture loathes.
- notatoad 3y agoSupport scales fine. there's plenty of huge companies built around charging for support, all the way up to consulting companies like IBM and SAP. support doesn't scale, or work at all as a business, if you aren't charging for it. if you're providing free support as a loss leader to get people to buy your stuff, people will take the free support and leave. it's nothing to do with scale.