by

Stevie Ray

I was on the phone with my web hosting company because I was having trouble setting up new e-mail service for my business. After weeks of working out the kinks, I was not able to sign on to my new service. The tech support guy confirmed that I wasn’t able to open my e-mail because I did not buy a special secure package. I said that I was never told about having to pay more just to use the service I already paid for, he said, “You know what I would do? I would cancel this other package you bought and install the secure package. You will save more money in the end.” By the time we were done, I was so happy about his service I had forgotten that previous reps at the company had sold me unnecessary packages. It got me to wondering about how that rep’s manager was able to instill in him the urge to go beyond the basics of his job and serve the needs of the customer.

 

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