It's not often you hear that, but whenever I interact with the BT engineers who actually come to my house to do things, I am always pleased with their efforts.
Having been arsed to get a separate business line at home, to accomodate the huge increase in the scope for inter and intra-familial chit-chat engendered by the arrival of the Chabster, the great day dawned when BT said they'd come and install it.
The van pulled up outside and a chap started rummaging around under a personhole cover. Then he knocked on the door and said he was just here to do the exchange setup, and that the installation would happen tomorrow. I said I could've sworn it was today, so he phoned base and volunteered to do it, so 'a customer wont be let down'. Whilst he was doing that I re-read their letter and saw that it wasn't due until tomorrow - doh!
Anyway he did the job and we had a nice chat about broadband. Just the sort of person you'd want to represent you with your customers, although you can bet his employer dumps on him regularly and doesn't appreciate the asset he is to the business. It was the same with the guys who installed ADSL.
Maybe M. Dannon has transplanted this idea from Xerox (the engineers were always pretty good and seemed genuinely to GAS about their customers needs. Unlike most of the senior management, who were fools.
Or maybe it's always like that in large corporations.
Posted by frazerr at March 3, 2003 05:11 PM