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‘No big deal’ is a big deal

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in Human Resources

Terry St. Marie tells the story of making service calls with a cable guy named, yes, Larry.

Plain spoken and straight-shooting, Larry loved his job. He didn’t think he was doing anything special, “just paying attention.” The boss watched Larry calmly explain services and set up features. He was careful and meticulous. For Larry, it was routine. He was “just doing his job.” But, he made customers happy.

“I just like serving customers, and take pride in my work,” he says. “That’s all there is to it. No big deal.”

Larry surfaced again months later, this time for showing a blind customer how to use a remote by placing his fingers over the buttons and describing their function. His caring and competence became the basis for a new standard of customer service. — More Human Leadership

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