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Last week, around noon on a weekday, a young African-American man knocked on my front door. He was there to talk me into signing up for AT&T high speed internet.  As most people know AT&T and Comcast are fiercely competing for subscribers. He said he could save me a lot of money if I switched. I told him we had actually scheduled a switch a couple of weeks before but after interviewing neighbors who had made the change and didn’t like it, we decided to stick with Comcast.   I added that all of my doubts about AT&T were confirmed when I was on hold for 45 minutes while I waited to cancel the installation appointment. He laughed. “Yes,” he said, “there’s been a problem with the way customers have been treated. We’re trying to improve the situation.” He works for a company that contracts with AT&T. Their mandate is to improve customer relations.

There was something about this young man I liked. For one thing there was no hard sell. For another, he had dimples. I’ve always been a sucker for dimples and he was boyishly handsome in a way that reminded me of my son when he was in his early 20’s. Also, there was something endearing about his enthusiasm for the new and improved AT&T. I never thought I would find enthusiasm for AT&T endearing, which gives you some idea of the man’s appeal. I told him to come back in a year and maybe I’d reconsider.

He was nicely dressed in a navy blue blazer, khaki pants, a crisp white shirt and a tie. There was not a single thing about him that signaled danger. These facts will later become relevant. Read the rest of this entry »