Supply side service

EverythingElsePosted by Eskil Mon, June 18, 2018 17:10:54

If you where starting a ice cream shop how would you like it to be like? I'm sure you want lots of flavors, you want really nice seating to enjoy the ice cream, maybe organic locally sourced ingredients, what about free samples? You probably want this because you like me are the occasional customer of a ice-cream shops. Once you become a proprietor of a Ice-cream shop however, its easy to see how its cheaper to have fewer flavors, low quality ingredients, no free samples, and why should you pay rent for space for people to just sit around? If you run an ice-cream shop for long enough you will entirely forget what it is like to be a customer, and your entire world view will be based on how hard it is to run a ice-cream shop. This is when your ice-cream shop starts to suck. This is why most big brands and chains suck.

I call this going from "Demand side service" to "Supply side service" and its everywhere. Products and services go from being great to being easy to make and deliver. The free market and competition is suppose to deliver ever better products, but we are instead its delivering greater profits at the expense of worse quality.

I see this everywhere. The post office complaining that its too hard to deliver mail, Customer service where you get automated messages telling you to look it up online, staff no one took time to train, fast food meat that isn't really meat. I work in tech, so that's that I notice supply side service the most. Every product is made monetize my data, advertise to me, get me to subscribe. Buy a smart TV and you have to spend an hour setting it up, and none of the steps make the experience better for you, its all about making it better for them. Don't get me started on the Supply side service of removing ports... Every interaction with a tech product has become a game of "spot the devious monetization they are trying to hook you in to".

Go look up "art nouveau architecture". We will never make buildings like that again. Think of that. With all our tools and technology, advances in design and economic growth, we will never do something as good as we did 100 years ago. Don't tell me no one can afford buildings like that, people pay $10million for an apartment and still get supply side service. The reason we don't make great things, isn't because there aren't any rich people. Making crap is how we make rich people. No wonder the owners of Walmart are the richest people in the world. During last years holiday shopping season I happened to be looking in the art book for Dishonored2 and I realized that nothing I could find in the fanciest department store, held a candle to the props in that book. I usually don't want a lot of stuff, I used to think its because I'm not materialistic, now I'm wondering if its because no one makes anything good enough to be wanted.

I am a demand side supplier, I want the things I make to be great. The good thing about when companies start delivering Supply side service, that's when they start taking their customers for granted and can be out competed. My hero's like John Carmack, Linux Torvalds, Elon musk, Steve jobs and Kelly Johnson, pushed the envelope because their goals have been to make something great, not to make something cheaply and just good enough to sell. They will never be understood by business people because they don't care that much how hard it is to make, their entire philosophy is, if we make it good enough, people will want it enough that the economics will work out. They are not looking for the path of least resistance they are looking for the greatest result. It takes a lot of focus to always imagine yourself as the customer, most aren't even trying.

  • Comments(1)

Fill in only if you are not real

The following XHTML tags are allowed: <b>, <br/>, <em>, <i>, <strong>, <u>. CSS styles and Javascript are not permitted.
Posted by WgnMn Mon, July 30, 2018 05:04:54

With all our tools and technology, advances in design and economic growth, we will never "do something as good as we did 100 years ago."
That hit me like a brick. You've summed up something I was feeling but hadn't put into words. It's sad.
I don't think I've ever commented here. I really admire your work. I'm envious of the amount of cool things you've created.