Jomo Brooks at my Michigan Beach House
When I bought my Beach House in Michigan a few years back, I had this fantasy that I would have Internet WIFI there. Comcast, the only service provider in this resort area put an end to that dream.
Over a period of a year and a half, I tried to get Comcast to come to the house to install service 3 separate times (after driving 90 minutes from my house in Chicago). Each time, Comcast failed to show up. This is especially frustrating after you need to give them a 2.5 hour window and wait for them.
BTW, don’t you wish you could do that in your job? Say to your customer, I will be at your office sometime between 1 and 4- just wait for me? Absurd right, unless you are a monopoly like Comcast. I detail this and talk about Comcast in my upcoming book on customer service, BAM! Delivering Customer Service in a Self Service World!
Each time, Comcast had all sorts of excuses and apologies. I documented this in a blog post about their Crazy Customer Service Cruelty last year. Their excuses included being late from the last job, employee illness, not being able to find the house (it’s in Mapquest!), and claiming they’d shown up and no one was home (I was). Each time I got madder and each time they apologized.
So you can imagine my glee when Jomo Brooks from Comcast actually showed up at my house (only 30 minutes outside of the 2.5 hour window of time they gave me). I was so excited to see him that I had to snap his picture. Jomo Brooks was incredible and confidently smiled the whole time he was here. After a some glitches (going into the crawl space and climbing the utility pole), he got the Internet connection working. With the Cisco router, the WIFI was a snap.
If this was the first time I had attempted service, I would be a satisfied customer because of Jomo Brooks. But being the fourth time, I was simply relieved.
