Problems You’ll Never Hear About
When an apartment community is running well, almost nobody notices. Residents walk through clean hallways without thinking about who cleaned them. They expect…
Articles
This Customer Said, “Awesome. That’s so awesome to hear.”
Why a real appointment time is worth more than a faster connection The industry tends to measure Internet service in megabits. Customers usually measure…
This Customer Said, “I’m Just Not Good at This Stuff.”
Technology rarely fails all at once. Confidence does. One blinking light becomes two. The TV won’t respond. The phone is silent. The…
This Customer Said, “You Just Don’t See That in Today’s World.”
“You just don’t see that in today’s world.” That’s what one customer said when he called us. Not to complain. Not to report…
The Cheapest Internet Plan in Town Worked Perfectly… Right Up Until Taco Tuesday
For months, the Anderson family thought they’d won. They had found the cheapest Internet plan in town, and honestly, most days it seemed…
This Customer Said, “I Don’t Have a Headache Anymore”
Most Internet companies think they’re selling bandwidth. And that’s like a hotel believing it sells square footage. Technically true. But commercially silly. It…
What People Remember When the Internet Goes Out
Late Sunday morning, Stacey got a call from a friend: the Internet was out. This was not a minor domestic inconvenience. Three kids…
The #1 Wrong Move When Evaluating Your Internet
There’s something slightly absurd about how most people evaluate their Internet. We test it when nothing is happening. A quiet moment. One…
A Short Story About Judgment, the Internet, and Digital Harmony
One of the odd things about working in the Internet business is that the moments that matter most rarely look dramatic. And the best…