“The thing we valued at EMC was the willingness to go one more step than the next guy, to go one more step to service the customer,” Marino told us. “Sometimes people feel that they have such a good widget that they leave the customer by the wayside. That has become prevalent in all industries, not just high-tech. One reason we did so well at EMC was that we serviced our customers a lot better than the competitors. To accomplish that, we specifically hired people who had an unusually high customer service attitude.”
