Waiting for the cable guy

Seems some things never change.

Even with all the promises and commitments for improved customer service, the "cable guy" still earns his place as the one worthy of building a comedy monologue around.

Click here for my post to the Idea Blog. And wish me luck.

UPDATE: Sunday, March 23
Well, after two missed appointments, Brian, a Comcast tech, arrived on Saturday at about 3:30. He crawled around two attic spaces, checked the signal coming into the house, checked at the street and came to the conclusion that we needed an "amplifier" to combat loss from entry to connection at our HD receiver. He was so helpful, so personable and so thorough it was difficult to stay mad after the first few minutes. He also showed me how to use VOD (Video on Demand) to capture one or more of the programs I'd missed over the last 6 days.

My experience with Brian was a good one; with Comcast, not so good. It's a reminder, however, that the most important place to provide great service is at the point closest to the interface with the customer. If it's face-to-face, that's where it's most important. If it's on the phone, the rep who picks up after you've finally worked your way through all the "press 2" and "press 3" commands of the automated attendant, then that's where it's most important. If it's a chat online...you get the idea.