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The Boss tells Dilbert, "I made an upgrade to your product design." He hands Dilbert a document. Dilbert says, "This would make the product overheat." The Boss says, "Let's try to look at the big picture." Dilbert reads the document and says, "Okay . . . Let's see . . . Your upgrade has no benefits and it costs more." Dilbert continues, "The overheating would start office fires and put all of our customers out of business." Dilbert continues, "If our sales are strong, we could create economic chaos and a global firestorm." Dilbert concludes, "Your 'upgrade' would destroy civilization as we know it." The Boss says, "Keep me informed." Back at home, Dilbert sits on the couch and Dogbert sits on the backrest. Dogbert asks, "So you're going to end civilization as we know it?" Dilbert replies, "I don't think I'll miss it, frankly."
Dilbert looks over his cubicle wall. The Boss says, "Our user manual has a typo. Our technical support calls are going to a phone sex place." The Boss says, "Complaints are way down." Customer's House: The customer sits at his computer and says into the telephone, "Well, okay, but... has that ever worked?" The voice on the other end of the line says, "No complaints yet."
Bob tells Alice and Dilbert, "Maybe it was wrong to promise our customers a product that hasn't been designed yet." Bob says, "But our motto in marketing is, "'It's better to ask for forgiveness than to seek permission.'" Alice holds Bob over the roof. He is dangling. Dilbert says, "Your motto needs some design work too."
Ted sits at the conference table next to Dilbert. He says, "We're discontinuing technical support of all our products." Ted continues, "A recorded message will explain it to the called this way..." Ted says, "'In order to serve our customers better, we've discontinued technical support.'" Dilbert looks at Ted and asks, "How does that serve customers better?" Ted answers, "We'll redirect those resources to other areas." Dilbert asks, "What other areas?" Ted replies, "Profits." Ted continues, "That makes your bonus larger. Any other questions?" Dilbert says, "Apparently I'm engulfed in evil." Ted says, "That's the spirit."
The Boss sits at the head of the conference table. He says, "It's not enough to 'serve' our customers..." The Boss continues, "We must DELIGHT them!" Alice asks, "You mean we have to stop price-gouging?" The Boss replies, "No, I think we can still do that." Wally raises his hand and says, "Ooh! Ooh!I know!" Wally continues, "We could stop selling products with known defects." The Boss shouts, "I'm talking about products, not customers!!" Wally turns to Dilbert and Alice and asks, "Do you feel like delighting customers?" Dilbert replies, "I barely have the empathy to pity them."
Caption: Dogbert the consultant. Dogbert stands on chair facing the Boss who sits behind his desk. Dogbert says, "You must brainwash your customers to prefer your brand for no reason." Dogbert says, "The long-term goal is to train your customers to mail you money every time they see your advertisements." The Boss says, "Would we send them our product?" Dogbert says, "Hello-o-o, brain stem."
Caption: "Dogbert the consultant" Dogbert stands on a conference table. Dogbert says, "Some customers might complain that the invisible robot they bought from us.." Dogbert says, to Wally and Dilbert, "...is nothing but an empty box.. I will train our support staff to handle those calls." Caption: "Customer's House" A customer talks on the phone in his living room, near an empty cardboard box. He is terrified. The voice on the other end of the phone says, "According to our sensors, he's in your house... and he's watching you."
The Boss leaves his office and thinks, "As a leader, I must listen to my customers." The Boss says to Dilbert at his computer, "What are you hearing from our customers?" Dilbert says, "Not a peep." The Boss returns to his office and thinks, "Our customers are defective."
Dilbert tells the Boss while handing him some documents: "My tests prove our product is defective." While the Boss is examining the documents, Dilbert says: "Customers expect delivery tomorrow." Handing the documents back to Dilbert, the Boss says: "Our corporate philosophy is 'Quality is our primary goal.'" Dilbert asks: "So... you want me to delay shipment until we fix the problems?" The Boss answers: "No." The Boss says: "I want you to ship now so we can book the revenue." Dilbert exclaims: "GAAA! That's the opposite of our corporate philosophy!!!" The Boss replies: "Now you know why there aren't any rich philosophers." Reclining on the couch at home with Dogbert, Dogbert tells Dilbert: "There used to be one, but he believed I was a Swiss bank."