A chat with a retired lineman at the hardware store made me see our job differently
I was picking up some new fish tape at the local supply house last week, and I got talking to an older guy in line. He saw my work shirt and said he'd been a lineman for the phone company for 35 years, retired about a decade ago. I asked him what the biggest change was. He paused and said, 'We used to build things to last. Now you folks are just patching a system that's always changing. The skill isn't in the install anymore, it's in the customer.' He meant dealing with people's frustration over bills and signals, not just the wires. It hit me because I'd just come from a house where the lady was mad about her bill, and I couldn't fix that, only her connection. Has anyone else felt that shift, where the people part is becoming the real job?