I just finished another energy-sapping, frustration-producing go-around with software support. Guy named Allen from Corel. Allen has attitude issues. After a week-end of many e-mails with no progress, Monday found me on the phone with Corel’s telephone support, where I quickly received the needed answers–plus a positive attitude and good humor. I told them as far as I could see, Allen was working for Microsoft.

Like most support people, Allen has no idea he’s in sales. The happier he makes me, the more likely I am to continue buying Corel’s upgrades–which makes it more likely that Corel will continue to need his services.

Everybody’s in sales, no matter the job description.