Lars brings up a great point in his TelcoTrash post about QoS and how it costs company's money to support bad service.
I'm amazed at how much bad is supported in business today, instead of just doing it right. Starbucks in my view is a perfect model of doing everything right. Sadly I don't see that in technology product sales at all. Staples. CompUSA, Frys. Try and see how that experience compares to Starbucks and you will see my point.