Within minutes he was in front of me again, this time shamefaced and apologetic for the way he treated me. He said he didn't realize how much I had done for his company and how I had put myself out on a day when I could have easily stayed home out of the terrible weather we were experiencing. We shook hands, the data supervisor standing behind him with a giant grin on her face.
The lesson here? It is just as important to have the customer on your side as it is to fix the problem itself. Customer service is more than just fixing equipment -- it's a personal relationship with my customers. I've never forgotten that lesson.
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