Linux.com: Linux: It's The Real ThingOct 23, 2000, 20:05 (0 Talkback[s])
(Other stories by Emmett Plant)
"Linux companies could learn a lot from Coke."
"In the Open Source market, companies that produce and sell Open Source software need to make their money in support and value-added services. Since they can't fall back on selling copies of software as their primary focus, they need to find their money elsewhere."
"When I got off the phone with Coke, I was sure that my call was taken seriously, and that they would actually track that can down to the bottler (shouldn't it be a cannery?) and see if there was anything wrong. Barring any results there, they would track down the delivery service and see if anything strange happened that would cause Emmett's Weird Coke...."
"Okay, there's a big difference between computers and soda (just ask John Sculley), but the concept remains the same. Treat your customers with respect. Make them feel wanted. Make them want to call you for support. Make them feel that you are the best people in the world to call about Linux."