Warren Ellis on Retail and Utilities.

Many, many people in that field don’t really want to have to handle customers; “customer” being the word for human beings who have expressed trust in your expertise and conscientiousness using their own money.  Many of them have never done time in retail, and learned the principles of delighting the customer, nor utilities, where you will never hear from a customer until something goes wrong and the victory condition is silence.

— Warren Ellis, Looking for Maturity in the Internet of Things.