Years ago, I was working as a Purchasing Agent for a national company in the food business. One vendor that I called on a weekly basis had a customer service agent I worked with who just acted like a major B with a capital “B”...just rude and nasty. One day, I dialed Ms B’s number and was greeted by her saying, “This is XYZ company, please hold for a moment”, and then she switched me over to some very lame elevator Muzak. After only a minute or so on hold, she came back on the line and said, “Sorry for the wait”. I said, “You should be. That was the worst hold music I have ever heard.” I heard her laugh for the first time ever and after that exchange, it was always a pleasure to deal with Ms B.