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This CEO truly gets the idea of customer service

Re “At tiny cellphone carrier, CEO will take your order” (Jan. 5): The quote from 22-year-old Community Phone CEO James Graham, in Andy Rosen’s front-page article, was so wonderful I wish it had been printed in boldface italics: “People have to feel this is fully for them. I don’t know a way to do that, other than [ensuring] it actually is.”

Laura J. Perry