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Posted By: macboube

Whether it be PSA and Mr. Orlando, or Bob Iger and Disney, the scope of a CEO of any sizeable firm would never enable him to get involved with customer service on a one on one basis, as MB expects. As a matter of fact, he would be doing his company, shareholders, etc., a complete dis-service if that were the case. He must rely on his people to handle customer service. Is that to say he has no concerns about service? Of course not. His business acumen propels him to only assure his staff handle service issues and he (thru his chain of command) oversees this.

MB - At no time did I ever expect Mr. Orlando to personally get involved with my six figure + sub. Take one step back and get a clear pic of what to expect and how to achieve without FEELING THE NOISE all the time.