I pop by Joanne's desk a few times a day. Sometimes I comment on a product sample. If the product holds some promise, she usually gives me a quick run-down about it. But it still may never become a Grommet. One thing she does say, though, tells me I am probably hearing a Grommet coming on....
This is a nice company.
If Joanne had a good interaction on the phone with the company, and can see a sincere passion in the company's communications, that makes it a "nice" company for her. And that puts it a lot further along the path to becoming a Grommet. Joanne is virtually ego-less, but if she calls a company and they treat her poorly, she figures it's not worth the risk to expose Daily Grommet customers to them. I agree.
Companies should think about this when they answer the phone. You never know when it might be Joanne.