Does that title sound a little off to you? Considering my experience of a little over a week ago, I wouldn’t be surprised if it did.

But Comcast has turned me into something of a fan.

This was largely due to the efforts of someone named Jennifer. Once I contacted the Comcast Cares team about the ridiculous customer service I had been receiving (that contact was initiated as a result of this post), Jennifer was the one who took leadership on their end.

I have spoken with Jennifer four times now (in less than seven days).

The first was the very morning I sent that first email. She called, apologized, got my service appointment moved up by two days and did it all with a (virtual) smile.

The second time she called was two days later. That was to make sure the crew arrived when they were supposed to and did the work they were supposed to do. They did and I told Jennifer that. She asked if there were any other issues. The only thing left undone, I said, was that they were going to schedule another crew to come at an unspecified time to replace the line running from the pole to our house.

Jennifer said she’d see what she could do about nailing a date down. That was Saturday.

She called Monday to tell me that a crew would be at my house before the end of the day. This also occurred just as she said it would.

My fourth and probably final call from Jennifer occurred today. She called to find out if the crew had come yesterday as they were supposed to. I told her that yes they had, that I noticed a difference in the performance (this is true, I had) and that I was quite happy not only with the service I had received after my initial disappointing interactions but also with her performance, especially the consistent follow up and follow through. “Nicely done,” I told her.

So Jennifer, whoever and wherever you are, thank you. You are a model to which others should aspire. May your star be ever on the rise at Comcast, or wherever you choose to work.