I upgraded my internet service last week, thinking that since I had the same provider it would just be a matter of some off-site programming somewhere to provide the enhancements. Oh, was I wrong.
My technician, Jonathan, was at my home for five hours, then called me again in the evening and came back in the morning. To say that there were complications is an understatement, and I was without any internet during all the time he was working.
If I had known in advance this was going to happen, I would have been livid. But instead of being angry, I ended up contacting Jonathan's boss to tell him what a great job Jonathan did in providing service. He kept me apprised of the process, called after hours as he promised, was back promptly in the morning, stayed to ensure I was fully connected and functional, and gave me his cell phone number in case I needed it later. I became a fan of a company of which I had not really been a fan.
For those who do not believe in investing to keep the best people, please take the Jonathan story to heart. I stopped my service with the cable company because of one person, and I will stay with my internet provider precisely for the same reason. People are not only your most valuable assets, they hold the future of your organization in their hands.
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