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Strategies & Market Trends : VOLTAIRE'S PORCH-MODERATED -- Ignore unavailable to you. Want to Upgrade?

To: RR who wrote (44635)	12/1/2001 8:46:32 PM
From: stockman_scott	Respond to of 65232

RR: Thanks for the report from the field... We appreciate it...We'll see a slow and steady improvement in most sectors in 2002, IMO. AT&T has a management team that is OUT OF TOUCH...they fail to understand how to treat customers right over the long-term (like Nordstrom, LL Bean, Harry & David, etc..)...AT&T clear does not comprehend the lifetime value of a customer relationship...they have antagonized me and thousands of other entrepreneurs and customers around the country who rely on their high-speed Internet service. They let politics, egos, poor planning, short term thinking and ineffective management get in the way of doing what's right for the customers...I have explored other broadband alternatives and may switch in the next few days if possible...I also am mad enough that I may take my large cell phone plan and my long distance account to other vendors. Now what if a significant % of the former AT&T @Home customers did the same thing...? How would they account for that short term thinking...? If I leave from under their umbrella I won't be coming back soon. I feel like emailing someone high up at AT&T (like Mr. Armstrong / The CEO) and letting them know how I feel -- sort of a report from the field. Some execs in that company clearly are not focussed on how to build a solid customer franchise...Look at AT&T's stock over the last 5 years -- virtually NO APPRECIATION...I wonder why...? The only folks coming out ahead in the @Home mess are the bankruptcy lawyers and the DSL providers <G>. Oh well, i'm just a little frustrated. I think the judge was irresponsible...He should have compelled AT&T and @Home to work together and find a resolution so that customer service was not interrupted....should the interests of a few bondholders take precedence over the interests of 1000's of paying @home customers (that includes a large group of schools and small businesses that rely on AT&T for high speed internet access)...I don't think the judge was looking at the big picture. If he dropped the ball this is one of the few cases I would be in favor of the FCC or Federal Government stepping into insure the broadband service continues to be available during 'a reasonable transition period'...AT&T should have been a strong advocate of this since its their brand, their credibility and their market performance that will suffer. Oh well, lots of good material here for some future business school cases...=) I hope you and the family enjoy the rest of the weekend. It sounds like you have many good reasons to be proud of your sons. I'm sure they've learned a lot from you. Best Regards, Scott@averyslowdialupspeedonaol.com