Since you have the right to complain when you have a problem with a company, store, etc., we believe you have the obligation to compliment when representatives deliver the goods.
One stellar example of this occurred when I ordered DSL for
my Internet connection. They sent me the
package with all the elements and then an e-mail advising me that my phone line
was ready for me to install the DSL. Great, I thought. Well, we tried
to get it to work but no luck. It took
fifteen days - yes fifteen days - to finally get it up and running. And it only happened because one wonderful
technical assistant at ATT had the tenacity of a bulldog.
The problem, it seems, was that the phone line, which was to
be used for DSL, was broken at the local office switching center (that’s where
all those millions of wires are) which was right around the corner from my building. It took this bulldog hours on the phone with
the local company people to repair the line because they obviously didn’t give
a damn. No big surprise there. Not only
did he accomplish this, he called me after every endless phone conversation
with them to keep me up-dated. Finally,
at the end of day fifteen, he managed to get them to repair it. And not only was he persistent, he was
courteous and professional. Now that’s a
gem.
I was so grateful, I asked him if I could write a letter to
his boss telling him how terrific he was. He was a bit taken aback but said that if I wanted to do that, I could
talk to his boss right then. He switched
me to him and I gave this genius all the praise he deserved. We all know just how rare this kind of
performance is but that’s the way it should be.
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