The Opposite Ends of the Distribution4/11/2014
Situation A: I love a specific Hostess product (Crunch Donettes) and haven't been able to find them in my local area since Hostess went bankrupt, or since they've reopenned. During a business trip I recently stopped at a store where they were available. So I called the 800 number on the Hostess website to find out where I could get them. Guess what ... the lady said she not only couldn't tell me what retailer sold them (since they sell only to distributors), but also couldn't even tell me which distributors sold them.
Situation B: I wanted a particular Audi. There's no dealer where I live. While on a trip to Vegas I stopped at a dealer, but they didn't have the model I wanted. I called the 800 number on the Audi website. They had a dealer contact me. I told them what I wanted. He found and acquired one. I got it.
Now who here understands who the customer is and how to respond to their needs, and who doesn't?