A really solid technician where I work(you've heard the goddamned jingle 5154783615 times on TV) is likely going to be fired or have their wages cut(level down they'll call it) to make a customer happy. They had a big workload today and the dispatch team left him high and dry and the customer didn't get a call we couldn't make it to their appointment.
The management here is apathetic and dysfunctional until it's something that will hurt their numbers and are willing to sacrifice valuable and GOOD workers to keep them padded and the Karens and Cadens from Tweeting about their “awful experience”.
Firing someone to make a customer happy is just infuriating to hear. Our technicians need a union.