The responsiveness of a firm to the consumer is directly proportionate to the distance on the organization chart from the consumer to the chairman of the board.
Consumer confidence in an industry can be a very fragile thing. It only takes a few builders who promise but don't deliver, who cheat rather than perform, who delay until the warranty expires rather than repair, to damage the reputation of an entire industry.
The consumer is getting fed up with shoddy material, poor quality, unsafe products, bad service, weak warranties, lack of adequate information -- the whole gamut of such problems.
