I did calls for a cell phones provider for years. And while I have plenty of stories, this one stands out.

Lady called to upgrade to a new phone. Looking at the account she’s had the same phone for ten years, it was one of those old Nokia brick phones. She decided it was time to try a smart phone. But I noticed this was the only phone she’d had on the account since she opened the account. And the date caught my eye: September 14, 2001. I casually mentioned it and she told me the story.

She had been in New York during the attacks and was stranded there. She couldn’t communicate with anyone for days. Finally she found our store, open and with service. So she opened an account and was finally able to contact friends and family. And was happy with the phone and service, so she kept them for over ten years. Never changing her plan or phone.

My only regret was I didn’t ask her to mail the phone to our center. I’m sure the company would have loved to have a cool piece of history.