I’m moving my office, and AT&T keeps assuring me of their determination to provide satisfaction. Every time another link fails on their website, and every few minutes as I wait on hold to place the move order, I’m told again.
Telecom Italia was also concerned once. Back in 2004 in a little town near Palermo, my DSL kept failing. Ordinary tech support was no help. Then my landlady found someone in the company to help, “Mario.” He had both the technical expertise and the authority to fix it—and he did, finally just about hard-wiring my connection open from the office in Rome.
What made Mario care? My landlady had mentioned she was helping an American. Mario didn’t want me to go back and say that Telecom Italia couldn’t make fix the DSL.
Mario wouldn’t believe what really goes on.