Datek Brokerage $9.95 a trade Message Board

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Non-Tech : Datek Brokerage $9.95 a trade

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To: Peter Stern who wrote (8321)	5/3/1998 5:25:00 PM
From: Jon Tara	Read Replies (1) of 16892

Peter, I think that you are discovering that flames scale - just like servers, backbone connections, orders, and profits. Problem is, flames don't scale linearly. It's one of those ugly, exponential curves. The bigger you get, the better your customer service must become. When you have a significant online presense, it will NOT do to just maintain customer service - it needs to get constantly better. And it can NEVER backslide (as I've see happen with Datek several times) because any little twitch is going to be amplified. Instead of berating people for getting a bit hot over what in many cases are legitimate concerns, why not focus on reaching the point where this thread is flame-free, because nearly everybody is satisfied with your service? If/when that happens, you will know that you have succeeded, in spades.

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