Yup. There's something ineffably hard about customer service. Ask Craig Newmark, who still does it full time. My company's most important competitive advantage

Yup. There's something ineffably hard about customer service. Ask Craig Newmark, who still does it full time. My company's most important competitive advantage is customer service. My secret to providing superior customer service is treating my customers like they are human beings. It works because my customers are in fact human beings. I think this works because I own the company and do some of my own support. You lose a human element when your customer support starts being done by unempowered minions that don't have incentives in place to treat customers like real people.