The Five Star Review Dave Hartzell Forgot
About two years ago, someone left me a five star review that I couldn't place.It wasn't that I couldn't remember the customer. I couldn't quite recognize the interaction they described. The review said I was patient during a difficult conversation about whether to repair or replace, that I took the time to explain the economics, that they felt respected the whole way through.I read it three times. I thought, is this me? Is this a call I'd remember?I think it was. But the version in the review felt more considered than what I remembered doing. I remembered a routine repair-or-replace…
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