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Last week LL advertised an Australia-based position. I forwarded the ad to a friend with excellent quals. They emailed me about 10 minutes later. They'd clicked a link on LL's website to get details of the position and received a 404 error. They did not pursue employment with LL further. It's only a little detail. even a silly detail, but the problem is no-one at LL is responsible for ensuring that Is get dotted and Ts get crossed.

You can be a great company if you have a great vision and quality service, but if the vision becomes an all-purpose explanation for lousy service, whether its lousy coding or lousy billing, then the vision itself is failing.

SL needs a drastic review of the data architecture so that changes can be made in a modular and timely fashion, it needs employees who attend to usability, service and the customer base rather than their own coding interests, it needs a changed culture where inquiry and complaint is not invariably answered by 'Didn't happen' which then becomes 'Didn't happen and even if it did it was not our fault' and so on and so on. And every time you log on you get a message about others seeing you normally which has not been true for years.

I suspect this will improve both LL's ROI and SL's user experience, you cannot have one without the other, but it's worth bearing in mind there's a Sculley out there for every Jobs.