Now here's something you don't get every day: remarkable customer service from a near-monopoly. What a pleasure!

I've had mixed experiences with Comcast. I slam their business services division in "Five-Star Customer Service" (pages 29-31). Since moving to Naples, they have given service from frustrating to good: 1-4 stars. That's what we consumers expect in the absence of competition. Indeed, the few examples of four-star service (each time from the local call center here in town) we've had were surprising enough. I never thought they could do any better. Didn't think they had it in them.

Your expectations color the experience of the service you receive. If you go to the Ritz and spend $600 for a room, you're likely to think, "For $600, they'd better anticipate my every whim!" By contrast, a smile at the DMV could brighten your whole day. Service doesn't happen in a vaccum.

So granted, my expectation for Comcast's tech support was that I would wait on hold for a month, get transferred two or three times, and - when I finally got hold of an actual human being in tech support - that person would probably be (a) surly and (b) incompetent.

Enter Millie Giallombardo, based in Orlando. She was friendly and knowledgeable - how rare is that? She solved my problem in an instant, and she was actually fun to talk to!

I have to admit, I was actually disappointed that I didn't have a bigger problem for her to solve, so I could keep her on the line longer and grill her for more information. My number one query would have been, "How did Comcast find someone of your caliber? Is this a new management initiative (I hope, I pray), or is it just a happy mistake? Did you come to them already happy and helpful, or did they train it into you?" Okay, that was three questions. I won't apologize.

Millie - and perhaps more importantly, Millie's boss - I salute you. To do your job quickly and efficiently is commendable enough. To bring a smile to a frowning customer's face while you do it? That's what Spoiling your customer Rotten is all about!