The guy with the cape was Brandon Horbacz, Tech Sales Supervisor at Store #1463, Tucson, Arizona. And what he saved was my ghostwriting business.
Three times I had been to the Easy Tech counter today. Three times Horbacz addressed my problem. Or so we assumed. Each time I returned to my home office, the H-P laptop wouldn't start. The outside comany handling the warranty said shipping+repairs would take more than 2 weeks.
Then the man with the cape asked his supervisor for permission to come to my home office. He packed his tool kit. Here at my desk he did a deep dive into the guts of the computer. The source of the "tragedy" was a short in the laptop's keyboard. The solution was to shut that down. Now I'm operating from a Wi-Fi keyboard which cost $19.99.
In the pre-digital era, customer-service hero stories were all about material goods, like tailored suits from Nordstrom. Managment consultant Tom Peters baked into his presentations the iconic tale of the Nordstrom sales clerk who took on a sort of marathon to deliver the suit to the home of the customer who needed it. Then.
The best investment I have made has been my two-year Easy Tech Service Contract with Staples. That was $99. $99 + $19.99 = Business Survival in a Darwinian age.