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?