Is customer service harder than rocket science?

We all know the story. A company grows, gets noticed, maybe even lands a few contracts. And suddenly, customer service goes out the window, collaboration turns into gatekeeping, and arrogance becomes the default setting.

It is not new. In other industries we see glossy campaigns and polished promises hiding deeper issues. The profits keep rolling in even if workers are underpaid, customers ignored, and ethics conveniently left aside. People still buy the product, so the cycle continues.

The NewSpace Twist

In NewSpace, the story has a twist. Some companies actually deliver working tech while treating partners and customers poorly. Others deliver nothing at all but still manage to act like they are above everyone else. Success or no success, the attitude problem is the same.

The result? We normalize bad manners and pretend it does not matter as long as the hardware makes it to orbit or the investors keep signing checks.

Reputation Is Not Enough

We like to say reputation is everything in this industry. Word of mouth spreads fast, and everyone knows everyone. But reputation alone is not stopping companies with toxic behavior from winning contracts. Just like fast fashion, people know the harm, but they keep buying anyway.

What If We Had a Pledge?

The United States has pledges for everything from flags to fraternities. Maybe NewSpace needs one too. Something that makes the basics explicit.

“I solemnly swear that my satellite is not only flight proven, but also backed by basic decency, respect for customers, and a functioning support email.”

Would everyone sign it? Of course not. Some would laugh it off. But it would at least show which companies understand that good technology without good attitude is not leadership, it is just arrogance with a budget.

The Real Question

So here is the question for the industry: do we keep rewarding companies that confuse ego for excellence, or do we start holding each other to a higher standard?

Because rockets without respect are just fast fashion with a launchpad.