The Softer Side of Marketing

摘要

It was one of those infamous (in the Northeast, anyhow), rainy days of last month. Our 1996 Chevy Tahoe with 220,500 miles on it (that's not a typo) refused to start. It seemed like a battery problem, or maybe it was the cantankerous, rebuilt starter motor that recently required a third servicing. The service call to AAA was supportive, courteous and generally uplifting. The tow-truck operator arrived 15 minutes sooner than promised; he was cheerful and chatty, even after learning that the dead Tahoe was to be towed 32 miles back to the same mechanic who had serviced the vehicle since it had that new-car smell.