It is so tempting as a customer service agent in any industry not to become passive or complacent when a particular call lasts too long or you are just exhausted or there seems to be no real answer to the problem. However, that is when the cream rises to the top and true legends are made. I think we may have seen our first legend last night/this morning.

From the dark computer dens of Russia to the fast paced city of New York comes a young man with confidence abounding and skill to match. He is quick to comment on his ego and his inability to accept the word “no” or to be beaten by a problem. He is a friendly PC tech support person with the determination of a frenzied hacker. This morning he took a call starting at 2 am. Each time the customer rebooted Windows, his Quick Launch bar disappeared. it was indeed a dilemna. At 4 am our fearless tech, Maxim Doumkine, was still at it but the solution was not far off. Maxim chatted Diego (time stamp in US Pacific Time):

[1:30:34 AM] Maxim Doumkine says: I had an idea
[1:30:39 AM] Maxim Doumkine says: he just restarted
[1:30:46 AM] Maxim Doumkine says: I am waiting for him to get back to me about it
[1:30:53 AM] Diego Orjuela says: What did you do?
[1:31:24 AM] Maxim Doumkine says: I created a new folder, named it quicklaunchnew and placed it in c:\ and copied over all his quicklaunch shortcuts
[1:31:40 AM] Maxim Doumkine says: and created a new toolbar instead of the old quicklaunch
[1:31:58 AM] Maxim Doumkine says: so… lets see
[1:32:27 AM] Maxim Doumkine says: well he isn’t paying, but I definitely will get a heck of a good review
[1:32:30 AM] Maxim Doumkine says: 4:32 am for me
[1:36:17 AM] Maxim Doumkine says: I FIXED IT!!!
[1:36:19 AM] Maxim Doumkine says: HA HA!!!!!!!!!!!!!!!
[1:36:21 AM] Maxim Doumkine says: YEAH!!!!!!!!!!!!!!!!!!!
[1:36:22 AM] Diego Orjuela says: hahahahaha
[1:36:25 AM] Diego Orjuela says: Whooooohoooooo!
[1:37:24 AM] Maxim Doumkine says: That was an invention fix, nowhere to be found online =).

He had done it. Without pay. Without anyone else even online to congratulate him Maxim had done it. The customer was astounded and so grateful. A legend had been born.

And I think that is why we all do it. It isn’t because we do or we don’t make money. It isn’t so we can take a look at other peoples computers. It is because there is that natural high that comes when helping another human being. There is that rush of sharing your knowledge with another and seeing a new world open up before them. Each one of you is such an important part of this team and tonight Maxim showed the skill, professionalism and determination embodied by each technician who carries the MinuteFix certification. Thank you Maxim. Job well done!