“Great presentation! I saw a great deal of my work situation in your examples. Especially the part about Love -- since day one of my management term (now in its tenth year), I have told my technicians to make the customer absolutely love you. Take-you-home-to-dinner love you. Meet-the-wife-and-kids love you. Because if the customer loves you, you can blow up their building and they will say 'accidents happen.'”
—LAN Technician