On 2006-05-16, Matt Barrow wrote:
As opposed to the 98% of businesses outside the aviation industry that can't
(won't) do customer service?

Oh, they do that because they are giant corporations with near
monopolies. The vast majority of small businesses (and most GA
businesses are small businesses) have good customer service because they
will die without it. But many FBOs don't - the owner is an enthusiast,
not someone with business sense or people skills by and large, and it's
staffed mainly by people who are trying to get into the airlines as fast
as they can - not people who have any interest in the continued health
of the business.

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