Business Week has written a story about companies that were once considered power houses and now have fallen apart. The story attributes the downfall to one thing: poor customer service. Two of the companies are Home Depot and Dell. Home Depot has lost its way because it de-emphasized customer service. By comparison, Lowe’s has kept the focus on the customer and has been doing terrific in recent years. Home Depot says it plans to change things around but Clark is skeptical. As for Dell, the story is similar. Dell has continued to outsource most of its customer service and it has hurt them. In the month of November, 3,000 Dell customers had to wait at least a half hour to talk to a human. Dell says it plans to hire a bunch more people to help with customer service. Clark has a lot of faith in this company, especially because Michael Dell is involved. Companies must keep the focus on the customer in order to remain a top-notch company.