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    fine I replied” “Great – I hope we’ll see you back soon. There is some bottled water in the cooler over th
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    I returned a rental car at an airport yesterday. As the person who was going to check me in approached, he smiled (which shocked me) and said, “Hello Mr. Galler,” which shocked me further as I don’t have a clue how he knew my name – obviously there was some way of identifying my car, and therefore me, at a distance. “How was your trip; was everything OK with your car?” he inquired in a friendly, personal tone. “Everything was fine I replied” “Great – I hope we’ll see you back soon. There is some bottled water in the cooler over the
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    smiled (which shocked me) and said, “Hello Mr. Galler,” which shocked me further as I don’t have a clue how he knew my name – obviously there was some way of identifying my car, and therefore me, at a distance. “How was your trip; was everything OK with your car?” he inquired in a friendly, personal tone. “Everything was fine I replied” “Great – I hope we’ll see you back soon. There is some bottled water in the cooler over th
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    he knew my name – obviously there was some way of identifying my car, and therefore me, at a distance. “How was your trip; was everything OK with your car?” he inquired in a friendly, personal tone. “Everything was fine I replied” “Great – I hope we’ll see you back soon. There is some bottled water in the cooler over th
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    was your trip; was everything OK with your car?” he inquired in a friendly, personal tone. “Everything was fine I replied” “Great – I hope we’ll see you back soon. There is some bottled water in the cooler over th
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    fine I replied” “Great – I hope we’ll see you back soon. There is some bottled water in the cooler over there for you” he said as he directed me towards the shuttle bus to the terminal.

    As I made my way out of the facility, two more staffers greeted me, not in the impersonal manner of an automaton, but as if they really cared whether I had a good experience with their product, that they sincerely wanted me to return.

    As I sat on the shuttle bus I considered my experience. Their product and price is about the same as their

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