He called another copy store in the same chain across town and used the ruse about how he was "pleased with your handling of a job and want to write the manager a letter of congratulations, what's her name?" With that essential piece of information, he called the first copy store again and said he wanted to talk to the manager. When the man picked up the phone, Arturo said, "Hi, this is Edward at store 628 in Hartfield. My manager, Anna, told me to call you. We've got a customer who's all upset—somebody gave him the fax number of the wrong store. He's here waiting for an important fax, only the number he was given is for your store." The manager promised to have one of his people locate the fax and send it on to the Hartfield store immediately.