They’re Not All Happy
Before we go too far, let me restate the obvious fact that we don’t live in a sea of deliriously happy customers. During the interviews I conducted for this book, it was much easier to get the terrible stories than the good ones! It seems that people like to tell the bad stories, but not with nearly the passion as when they tell the good ones. (I do, however, have to mention the story of kindness that one elderly lady told me about a BellSouth operator who called an ambulance and stayed on the line with her when she had fallen and broken her hip. She swore that she was alive today because of that one call. I wouldn’t want to be the telemarketing rep with a BellSouth competitor when they call to solicit her business!) But ...
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