Monday, March 8, 2010

Quality, Price and Service: Trifecta #2

Assign 100 points to each of the three categories (300 possible).  Let's call it the CDT scale.  Anyone claiming to offer a product that scores more than 200 in total is either lying, or has something spectacular and unheard of.

Conversely, it's remarkable how many examples we can find that score well below 100 CDTu (units).  A friend of mine owned a Jag in the 1990's, and he felt the score would be below 50.  He lamented the fact that he could have had a Lexus, plus money in the bank, had he not been such a brand-name snob. (Lexus = great car + great service + ouchy price = 200-ish CDTu.  Honda = good car + adequate service + not bad price = 200 CDTu.  (Just so's we don't appear to favor imports: Cobalt might be = adequate car + adequate service + great price = 200 CDTu)).

Other examples?  Sony broke the north american TV market open in the 60's/70's with NO service network.  Zero.  If it broke you were farooked.  They built them so they wouldn't break + charged a decent price + zero service = (close to ) 200 CDTu.

Yes, there are examples north of 200, like the Vietnamese guy who cleans up my yard in the spring.  He's a superman, does a spectacular job, and charges me about 150 bucks for what would equate to 6 - 8 hours work for me.  I give him 250 + CDTu.  But there's far more examples of, say, a trendy restaurant charging too much for decent but unspectacular food, and making you feel like it was your honor to sit and wait for hours to get it. 

The local auto parts store has really good prices on brand-name stuff.  And they have an army of friendly energetic kids running around helping, but mostly they're ..... re-stocking the returns from angry customers who were sold the wrong thing.  I spoke with the manager and he said his repeat business was from people who learned to figure out what exactly they need before-hand.  Good product, good price, but we're effing dummies ....

Interesting way to get your 200 points, pal.

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