I just had a very good customer experience, which made me realize the value of getting honest answers from providers (even when the answer isn’t quite what I want). My laptop—which is my lifeline, both for business and personal stuff—was very sick and needed to go to the “hospital.” I regularly pass a small storefront in Waltham, Massachusetts called Plug-n-Play PC. I like supporting small businesses, so I called and spoke to Roger, who runs the business with his wife Michelle. He said he would look at my laptop to see what could be done, but he couldn’t make any promises, either about whether he could fix it or, if he could, when it could be done. He could, however, rent me a loaner while he figured it out, and he did sell rebuilt laptops if necessary.
Even though he didn’t give me the answers I wanted—“I can fix it today, no problem”—and that the repairs would be free (a girl can dream), I trusted my gut and brought my ailing laptop there to get help.
Roger and Michelle were very nice, but firm about not giving me a definite answer on when they would have an answer on fixing it. “We don’t want to give false expectations,” Michelle explained. “I’d rather delight someone by having it done sooner than expected than make someone mad by giving a false date.”
