I had a very nasty dispute with BA a number of years ago and consequently strenuously avoided flying on them, particularly out of the station where the events occurred. About 5 years down the road, I checked in for a flight to CPT at T5 and the check in agent must have looked at my FF record and seen that having once flown a lot with them, I had stopped. She asked why and I very briefly explained. She seemed genuinely concerned and asked if she could send a customer service agent to chat to me in the lounge.
Clearly, there are individuals within BA who do care about pleasing customers and who are proud of who they work for, but as an organisation I feel they fall very short of excellent service delivery.