Customer Service Week is our yearly reminder that great service is not a department at Brothers. It is who we are. From October 5 to 9, we turned the office into the Brothers Hero Lab to honor the people who make that true every day.
Why Customer Service Week exists
Customer Service Week started in 1984, when the International Customer Service Association set aside time to recognize the people who serve customers every day. In 1992 it became a nationally recognized annual event, celebrated during the first full week of October.
More than forty years later, the idea still holds up. The people who answer the phone, calm the worry and keep the promise deserve a week that is all about them.
Why it matters at Brothers
Our customers rarely call on a good day. A water heater just quit, the furnace went quiet, or the power is out in half the house. The first Brothers hero they meet is the voice on the phone: someone on Client Care who listens and books the visit, a dispatcher who finds the open slot on a full board, a Warehouse teammate who makes sure the right part is on the truck.
Brothers has served Denver since 1980 on three words: Prompt, Professional, Reliable. The sign on our call center wall says it another way: Above & Beyond. Customer Service Week is how we stop, look around and say thank you to the people who live those words.
This is our culture
Celebrating each other is not a break from the work. It is how we take pride in it. When a teammate is recognized, the next caller hears it in their voice. When the whole building shows up in capes, everyone remembers that we are one team, from the phones to the warehouse to the trucks.
This year’s theme was Super Heroes. Every team member got a personal hero card with a superpower, a weakness and a catchphrase, shown on the call center screens all week. There were costumes, a catered lunch and a gratitude chain that grew, one thank-you at a time, until it stretched across the whole ceiling.
Thank you, heroes
To our Client Care team, our dispatchers, our Warehouse crew and everyone behind the scenes: thank you. You do this work every week, not only the one with capes, and it is the reason our customers keep calling Brothers.
The capes are back in the closet, but the pride behind them stays on the job all year. Next time you call Brothers, there is a real chance you are talking to a superhero.
