I love hearing stories from a people way senior my age and I love befriending them. Here is a story from one of the seniors I occasionally helped out with their tech/phone/internet. He was once stationed in a rural part of India to lead a team for a once-popular phone service provider. There was a local person who would barge into their office and complain a lot, arguing about the quality of the connections and the drops in areas around the town.

Eventually, he became the benchmark of their team’s work: “What would he say? We need to fix that. What were his complaints?”

He swears by this and has repeated the story a few times. One of the angriest customers becomes the benchmark for the team and the service. There are no bad customers; there are only passionate ones.

.....the squeeky wheel....gets the grease