Kudos to Wal-Mart for being courageous in its efforts to bring a better solution to light (pun somewhat intended) that would lead to less sales sometime in the future. I only hope that it examines its many other opportunities to influence its suppliers to become more energy efficient and provide those solutions to the American consumer (as well as to the rest of the world).
Robert L. Hormell
Glen Carbon, Illinois
I just wanted to say how much I enjoyed and appreciated your story on CFLs. My husband and I began the switch to CFLs three years ago, replacing incandescent bulbs as they burned out. I bought a couple more 4-packs of swirl bulbs the other day because we were down to the last one in the pantry--and it later occurred to me that it may be years before we use them because virtually all of our sockets are now equipped with swirls that are no more than about three years old. I haven't quite gotten past the old mind-set that you need a constant supply of bulbs because one or two could burn out in any given week. That may be good news for GE: For a few years, idiots like me may still buy more bulbs than they really need.
Gwen Moritz
North Little Rock, Arkansas
Business-model destruction. Making the world better. Two of the world's largest companies working together. I can't say enough about how incredible your article is. This is the stuff that makes Fast Company the magazine that it is.
Todd Sattersten
Milwaukee, Wisconsin
I thought this was very thought-provoking. It reminded me of the way Hewlett-Packard took the risk to cannibalize its LaserJet sales with the newly developed DeskJet (inkjet) products. As it turned out, the move expanded the overall market to the benefit of both products.
Michael Thompson
Vancouver, Washington
The problem with your story is that you're missing the entire LED lamp phenomenon. Spiral, loop, and other compact fluorescent stuff is so last century. The current interesting story is coming out of China, from Lumileds,
Robert Gray
Newton, Massachusetts
I'd like to add a customer-service anecdote to your story on American Girl Place ("On With the Show!" September). As a retail branding consultant, I frequently visit high-profile stores to stand back and observe. Recently, I watched as a young customer and her father approached an American Girl Place hairstylist to request work on a new doll. The stylist replied that the wait for this service was over two hours. Disappointment was written all over the girl's face (her father showed a different emotion). But the employee then went on to explain that new doll's hair is of such a quality that it is easily stylable yourself. "It's a lot of fun, and when you come to visit us again, you can bring in your doll for a complete makeover." The girl was thrilled, the father was relieved, and the store for sure made a future sale. Everybody wins… . That's great customer service!
Jerry Gelsomino
Indianapolis, Indiana
It is difficult to take your assessment of companies with great customer service seriously when you choose not to include Apple stores because you believe that Apple is not delivering on the promise of its business, as David Lidsky wrote ("Basic Training"). As a longtime Apple customer, I think he is simply wrong!
Show me one other technology company where at 2 p.m. on a weekday afternoon when I'm having some difficulty with my Apple PowerBook, I can log onto the Genius Bar for my local Apple store and make an appointment for an hour later. I drive to the store, have my computer checked out and fixed by the Geniuses, and I'm back in my office by 4:15 p.m. You might argue that I shouldn't have been having problems with the computer in the first place. This is simply nonsense, because there are problems with every piece of technology. What makes Apple truly different is its unwavering commitment and ability to take care of customers.
George Whalin
San Marcos, California
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