Good Companies Are Known By The People It Keeps

I got this quote first time from a colleague in that worked in USA branch.  I was working in the Asia branch, handling the APAC support (Asia Pacific and Oceania) while he handled NA (North America) support.  I am more than happy to put his name and title for this article, but I haven't gotten his consent to use his personal information, so I will keep it out until he is okay with it.

I mean, how true do you think this quote encompasses these days ? I understand that people will always come and go at some point, but it's the people that you know that will give assurance on how things will go (support, communication, etc).  Many times, even company clients will "take off" if the person handling the accounts are gone.  And it's not just because that particular person resigned, but the level of support, responsibility, and peace of mind given when the particular person is there.

I will give you an example : My company is looking for UTM (Unified Threat Management) products that will be able to act as spamblocker, URL blocker, gateway antivirus, etc.  I have come to conclusion to use this product called CheckPoint.  At this point, I will need to contact their Authorized Re-sellers to get their quotation.  CheckPoint has several re-sellers in my country, and at that point, I contacted several of them.  Here's the typical response from several companies :
1) Operator : Sorry, our Sales/Marketing is busy, please email us to abcd@abcd.com, we will respond to you shortly.  Me : Can you pass me their mobile number contact, so I can get in touch with them directly ? Operator : Sure, it's 123456789.  -> straight to voice mail, not pick-up, or something like : "Oh, I am in the middle of a meeting, I will call you back" (and they never call you back).
2) Only can be contacted through email.  Their website put a phone number (that no one bother to pick-up, or the operator said "Our Sales/Marketing is currently engaged.  I can't pass you their contact number, please email us to abcde@abcde.com" (and they never replied your email).
3) etc

When I finally find a company that provide really good sales/support with this CheckPoint product - and want to make another purchase - the really good guy have left (from Support Engineer to their Sales), I am left with new people that completely BLUR about the products they are selling, or the support that they are providing.

Above example has shown, that's how you lose a business.  I mean - a returning customer (beside word-of-mouth or recommendation) is really the best way for a company to make good money.  I understand that people come and go, they move on when good opportunity present itself.  But it is the company (or Management) to keep really good people in the company (and let go of the "bad seeds" - if there is any).

I hope this helps, everyone !