The Furnace Repair She Remembered Wrong On Purpose
A woman called me a year after a job to thank me for a furnace repair I barely remembered. It had been a long one. Her furnace quit on the coldest week of the winter, and I was at her house most of the day, pulling the blower, driving back to the shop for a part, coming back. By any honest accounting it was a hard, drawn-out afternoon. But that is not how she remembered it. She told me it was the best service experience she had ever had, and the thing she kept coming back to was the very end, when I sat down at her kitchen table, drew her a little diagram of what had failed, and told her the…
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