Quote

The best customer service is if the customer doesn't need to call you, doesn't need to talk to you. It just works.

It was a wrong number that started it, the telephone ringing three times in the dead of night, and the voice on the other end asking for someone he was not.

On 30 June 2010, the FSB broke into my office again. They unplugged the Internet, opened the window and left the phone off the hook, placing it next to my laptop. The message was clear: we are still here.

People from New York have been calling, to see if I'm still alive. When I answer the phone, you can hear the disappointment in their voice.

Today or any day that phone may ring and bring good news.

We must get into the picture business. This is a new industry and a gold mine. it looks like another telephone industry.

People have SMS, right? It stinks. It's a dead technology, like a fax machine left over from the Seventies, sitting there as a cash cow for carriers.

I believe an artist dies twice. The first time, it's just terrible - I've been there when the phone isn't ringing for years.

We don't care. We don't have to. We're the phone company.

I'm old, I'm used to crummy service, I'm trained to get crummy service. To me, the fact I can get through to a call centre and then hold for 15 minutes, I don't get that upset. My kids won't. They want to know the answer to their question now. As a company you have to provide an answer to that consumer.