Like an idiot, I forgot to turn off my roaming on my iPhone when I was down in the US last week.  Total damage?  $587. Brutal, but totally my fault.  Taking a chance, I called Rogers.  I was through to a human being in less than 5 minutes – a wonderful human being in fact, named Nicole.  Nicole was not only sympathetic, she spent 15 minutes with me on the phone working through a couple options.  End of the day, she was able to knock $232.75 off my bill.  Still a lot, but believe me, I left the call smiling.

And you know what?  Even if she hadn’t been able to help me, her attitude was enough that I was glad I’d called.  Never underestimate your front line – the people who speak with your customers truly do have the ability to make or break you.

Oh.  And turn your phone off when you cross the border.


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