Is it Dan?



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I got together with some friends I met during a regional leadership program to serve a local non-profit a few months ago. The day was spent mostly covering ourselves (and some of the walls) with paint, and catching up with each other.

While painting one particularly difficult area, we had four of us cramped in a small stairwell. Having resigned to have paint all over, my new quest became just to simply not step in the tray filled with paint.

The small space was a great time to talk, laugh, and catch up. Somehow we got on the topic of servicing our cars. I started to share a story.

Oh, you should go where we go. The same guy has been servicing our cars for over a decade.

Ok, but why should I go there?

No, you don’t get it. This is service like I have never experienced. I can call and get my cars right in. He always calls when the car is ready, and if there is going to be a delay. The price is always good, and if there is a way to save a little, he makes good recommendations as well.

There was a pause.

Is it Dan?

Yes, yes it is.

I figure it had to be. I have been going to him as well and feel the same way. Amazing service.

About seven years ago, I was having a conversation with a friend. We started talking about our cars. The conversation moved to service. I started to share my story.

We have been going to this one place for about three years now. They really take care of our cars, but there is this one guy who really seems to take an interest in making sure our cars are well cared for and safe.

Is it Dan?

This was the first time it happened. Seven years later it is still happening. People from different cities and different circles, all ask the same question: Is it Dan?

Every time I teach a class on customer service, I tell this story. Many ask me where Dan is, and if he really exists.

The story is true, he does exist. Maybe I changed his name, but that is not what matters. Something else matters.  Are we providing a level of service that is memorable in our roles, our jobs, and our lives?

Are we providing service that is memorable enough that when someone tells someone else about it (and they will tell others), they cannot help but ask one question:

Is it [insert your name here]?

About Carl Weber

Carl Weber, is the owner and founder of Carl Weber Consulting, a consulting group that helps businesses, non-profits, and individuals understand themselves, hire and manage well, and become great leaders. Carl worked in local government for more than ten years, as the Town Administrator of a few towns in NH. Once upon a time he was a search and rescue swimmer for the US Navy. Carl holds Bachelors’ Degrees in Political Science & Community Development and a Master’s Degree in Public Policy. Carl is a Certified Professional Behavioral Analyst (CPBA) and Certified Professional Motivators Analyst (CPMA). Carl regularly teaches on human factors and the relationship of behavior and leadership styles, as well as motivation, coaching, leadership challenges, and failing as a leader. His passion is to help leaders in their lifelong journey to finish well, to combat and work with their inner voice, and to live a meaningful story worth reading. Carl lives in Southern New Hampshire with his wife Amanda and together they are raising a small tribe of four young (somewhat crazy) women with the goal of unleashing them on the world to change it for the better.
This entry was posted in Change the World, Customer Service, Making a Difference, Random Thoughts and tagged , , , , , , , , . Bookmark the permalink.

One Response to Is it Dan?

  1. Pingback: Speaking of Customer Service | Carl Weber Consulting

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