It was the 1980s, and cell phones were new. You had the soft, black carrying base the size of a phonebook, and you dreamed one day of getting a flip phone…
True Story – Dave was losing service on his cell phone, and he had an urgent need to get it fixed. He was getting ready to go on a business trip, and he needed the phone to talk to several of his customers, with many of the discussions needing to be taken care of “mobiley.”
So Dave called his cell phone provider, and the customer service representative (CSR) picked up the phone.
Dave: “Are you a basketball fan?”
CSR: “Uh, yes.”
Dave: “Well there’s 2 seconds left, you’re the coach. The ball needs to go to Michael Jordan to win the game. Now, I want you to stand up at your cube, look around the office, and get me in touch with your Michael Jordan.”
The CSR puts Dave on hold and transfers the call to the lady sitting right next to him – Theresa. She takes the call, identifies Dave’s needs and his situation, and promises to address the problem. She does everything perfectly!
Three hours later, Dave hears his phone ring for the first time in days; it’s working! Theresa had called to tell Dave that they had figured out the problem. It wasn’t an easy solution, but she got it done.
Several months later, Dave’s in his office, and he remembered the situation. He wrote a letter to the company praising Theresa and providing all the details he could remember.
About 9 months later, Dave gets another call from Theresa. She said she’s moving to Memphis – she got a promotion and was now VP over customer service for her company.
Dave: “Congratulations, Theresa! I’m so happy for you!”
Theresa: “If you’re ever here, please come into the office. And if you come into the lobby – there’s a glass case with awards, trophies, and plaques. Right in the middle of the display, there’s a framed letter – it’s the letter you wrote. Thank you, Dave!”
Theresa was the go-to person. She was Michael Jordan. She produced in the clutch, and she was rewarded.
As the old commercial says, “Be Like Mike.”
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