Rich Henniger stretched for his suitcase, wheeling away from him on the airport's luggage carriage. A few hours earlier, he had left Boston's famous seafood tradeshow filled with new ideas and enthusiasm. Now, he was just tired.

As the owner of Neptune Atlantic, Rich specialized in shipping fresh, frozen, and smoked seafood across the continental United States within 48 hours from the time he received an order. After four days away from his shop, Rich wanted to stop in on his way home. It was late, but he wanted to skim over the orders that came and went in his absence as well as check his messages.

Outside, Rich ran through the sheeting rain and found his car. About a mile from the shop, Rich paused as a jagged white arc of lightning lit up the sky. As he neared his office, he saw that the storm did more than light up the night. A shower of sparks was cascading into the parking lot from the service area where the refrigeration units' exterior panels were housed.

Rich did some quick calculations. The units that were damaged contained an inventory of Swordfish, Yellowfin Tuna, and Mahi-Mahi as well as Striped Bass, Flounder, Red Snapper, and Catfish. The inventory value in those units usually fluctuated between $49,000 and $65,000.

Backing out, Rich drove around the building and entered through the front door. The power was out throughout the store. He eased his way through the darkened store, groping for a phone book. From his car, Rich called his local utility company, who promised to dispatch a work unit immediately. Then, he called his usual refrigeration contractor. The phone rang and rang, but nobody answered. He looked at his watch and muttered.

Knowing that downed refrigeration units could cost him tens of thousands of dollars in inventory, he hung up and dialed the next contractor, with similar results. He began to dial one after another. He got four answering machines from the first four calls he made. After the fourth call, he was beginning to panic. He called the next two contractors in the book and this time he left frantic messages, pleading for someone to call him back.

By the time he dialed the seventh contractor, he was so busy rehearsing what he was going to say to the answering machine that he forgot who he was calling and why when a person answered the phone. Rich gathered his thoughts and explained his situation. He needed service and he needed it fast. The receptionist at the answering service was calm, competent, and efficient. She promised to dispatch an emergency crew immediately.

To Rich's surprise, the refrigeration crew arrived before the utility crew. Within three hours, his units were repaired and parts had been replaced. Neptune Atlantic would be shipping fresh seafood throughout the county by the time the store opened at its usual time.

As he signed the work order for the crew, he jotted a quick note at the end: "Without your 24 hour service, I might not be in business today. Thanks to you and your fine staff for preventing a disaster for myself and my employees!"

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