Mktg: Hi, I heard that you were closing today. I wanted to come and upgrade my phone.
T-Mobile: We are closing in one hour, but will open tomorrow five doors down the street as an Everything Everywhere store.
Mktg: Sorry, what does that mean? Can I come in to upgrade my phone tomorrow?
T-Mobile: Yes, that's no problem. We are opening a shop with Orange tomorrow, and we'll be called Everything Everywhere.
Mktg: How will that work exactly? How will I know which are the T-Mobile people?
T-Mobile: All the T-Mobile staff have been retrained about Orange products, and all the Orange staff about T-Mobile's. If you give them your details they will be able to find out which network you're on.
Mktg: What is it called again?
T-Mobile: Everything Everywhere.
Mktg: Not as easy as T-Mobile.
T-Mobile (Laughs.): It will still be T-Mobile and Orange, and we will compete, but we are now owned by the same company.
Mktg: What if all the T-Mobile customers go to Orange? Won't that be a problem?
T-Mobile: Well, they will have access to offers from both. The person you speak to can let you know which is best for you.
Mktg: So they can tell me which one is cheapest?
T-Mobile: Yes, that's right.
Mktg: So you open tomorrow. Is it a bigger building?
T-Mobile: It's about the same size, but totally different inside.
Mktg: Has the Orange shop closed too?
T-Mobile: We're moving into it. The shop has been refurbished.
Mktg: OK, see you tomorrow.
T-Mobile: OK. We are literally just boxing everything up now.
Mole couldn't fault this call-handler. He was helpful and well-briefed, took on-board my legitimate concerns and addressed them patiently, and with good humour. This all took place on what must have been a hectic day, bearing in mind that he was in the midst of arranging the closure of one store and the opening of another.