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v.2.1 Introduction
Back in late eighties while I was fresh out of college, I had a job as a sales rep for a major telecommunications company. One of my largest clients had called me into a meeting earlier that week telling me that she wanted her telephone bills lowered because they were more than she thought her company should be paying. After all, I was the person who sold them their services and I was supposed to take care of them. They were important to my company and I was anxious to do my best for them. I turned to the CTO and exclaimed “Absolutely! I’ll be back in a week with our new program and rates for you!” As I left their office, walking out the door I had NO idea what I was going to do. I was 23 and even though my company had already paid me for getting them as a customer, I knew the right thing to do was to help out my client and reduce their costs. The first thing I did was go to my boss and I asked. “’My client asked me to come in today and wanted me to reduce their phone bills, what do you think I should do?” My boss shot an angry look back at me “Didn’t you sell them a year ago? Aren’t they already a customer?” he scolded. “Yes I did, but I want to keep them as a happy customer so they don’t leave” I replied. “Forget them, you (and I) have already been paid. You need to move on, just let the customer support department out of Atlanta handle their issues and find some new business” he shouted back. I was shocked and surprised, but I was also undeterred. I decided to ignore my manager and I went to the cubicle of one of the more senior reps in the office and asked her what to do. “Oh, that’s easy, put them on the new product we just rolled out, you’ll be able to book them as new revenue and you’ll get paid again!” she smiled. “What do you mean? That program doesn’t make any sense for a customer of this size, it will actually INCREASE their rates, why

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