I received an SMS in English this morning from friend of mine: I was a bit surprised (he is Italian, like I am) but answered (in English 🙂 ) .. not a big deal, he probably wanted to joke a bit.
After a while, we had a phone call and he told me the whole story: he had a problem with his mobile and he got a spare one from his company. This new phone have just T9 in English and so, to be fast, he sent me the SMS in English!
Funny and …. there is something to learn: our users get used to almost everything, if they need it.
This can be an obstacle to improvement as change is painful even if you belong from a ‘non perfect’ situation AND they start not giving feedback on it.