[incision]

Nice story. I generally agree the message, particularly the concept and phrase of an "internal champion". As demonstrated that one person can make or break you.

I've witnessed similar situations play out more than once, but to the negative with bad service aimed at seemingly insignificant people killing six and seven figure orders.

That said, I think you're missing something if the potential windfall is your impetus for quality service.

"You can easily judge the character of a man by how he treats those who can do nothing for him." —Malcolm S. Forbes [0]

0: http://quoteinvestigator.com/2011/10/28/judge-character/

[pbhjpbhj]

Is it [largely] factual? I couldn't work it out quickly as it's told in first person but the tag line and mini-resume doesn't mention anything that suggests the writer writes radio broadcasting software.

The third para from the end suggests it's at least somewhat fictionalised.

+++

Oh, found this http://www.bsiusa.com/about/about.php (seems Burley didn't know much about trademarks when he set out?).

Edit: Also http://www.paulneevel.com/hp_archive/070830ronburley.html.