Customer Service Week is a time to honor the people who make a difference every day. Since its national recognition by the U.S. Congress in 1992, this week has become a meaningful opportunity to spotlight the dedication, empathy, and quick thinking of customer service professionals across industries.
At Authority Brands, the franchise teams are the backbone of our mission to build trust, offer support, and create lasting success. This year, we’re proud to share stories that exemplify the extraordinary care our teams bring to every customer interaction.
Aaron C. – Mosquito Squad of North Central Wisconsin
While completing his daily route, Aaron C. noticed smoke rising from a nearby field. Without hesitation, he contacted the operations manager and rushed to the scene. Using the water tank from his Mosquito Squad vehicle, Aaron managed to contain and extinguish the fire before emergency services arrived. His quick thinking prevented what could have been a devastating incident. The local fire department later called the office to personally thank Aaron and honored him as an honorary firefighter. His courage and initiative reflect the kind of leadership and community care that defines the franchise teams.
Jeff G. – Benjamin Franklin Plumbing of the Triad, NC
During a harsh winter freeze, a grieving customer faced frozen pipes just days after losing her husband. She was preparing to host a memorial service at her home, but the plumbing issues threatened to derail her plans. Jeff G., a new technician at Benjamin Franklin Plumbing, volunteered to help. He spent four hours locating the frozen pipes, thawing them, and repairing the resulting leaks. In a remarkable act of generosity, Jeff asked if he could charge the minimum and donate the difference from his own pay. The franchise declined his offer, choosing instead to pay him in full and charge the customer a reduced rate. Jeff’s selflessness brought comfort during a time of deep sorrow and demonstrated the power of empathy in action.
Joseph B., Osbaldo G., & Paul R. – Monster Tree Service of Southwest Denver, CO
During a routine walkthrough, an elderly client tripped and suffered a serious injury. Joseph B. and Osbaldo G. immediately helped him inside and cleaned his wounds. When the client refused to call 911, they contacted their manager, Paul R., who arrived promptly and stayed with the client for two hours until his wife returned. Their calm, compassionate response turned a frightening situation into one of safety and reassurance. The client and his wife later sent a heartfelt letter and left a glowing Google review, praising the team not just for their professionalism, but for their humanity.
DRYmedic Restoration Services of Lakewood Ranch, FL
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In their first year of operation, the team at DRYmedic Restoration Services faced three hurricanes that devastated their community. Despite being a small team, they worked tirelessly—seven days a week for several weeks—to help neighbors recover. On their only day off, they received a call from a friend whose home had flooded up to four feet. Without hesitation, they delivered dehumidifiers at no cost to stabilize the home. Co-owner Brooke Yobo shared that although the work was exhausting, it was deeply rewarding. Their commitment to service, even in the face of personal fatigue, speaks volumes about their dedication to community resilience.
The Junkluggers of New York City, NY
A customer called in a panic after realizing a cherished family heirloom had been accidentally hauled away days earlier. The Remix Market team sprang into action, searching their entire warehouse. Just as hope was fading, they discovered the item tucked away in a dresser drawer. The customer was overwhelmed with gratitude and has since become a loyal repeat client. Peter Dinolfo, General Manager, emphasized that this story is just one example of how their team consistently goes the extra mile to preserve what matters most to their customers.
Jessica C. and Jessica S. – The Cleaning Authority of Macomb, MI
When a cleaning team arrived at the home of a customer suffering from dementia, they couldn’t find her. The service had been arranged by her out-of-state sister, and the team had never met the client before. Eventually, Jessica C. and Jessica S. discovered the customer locked in her bathroom, where she had been stuck all morning. They gently explained who they were and helped her understand how to avoid getting locked in again. Their patience and kindness brought immense relief to both the customer and her sister, who had been trying to reach her all morning.
Leona – Woofie’s of Rochester, NY
Dog walker Leona arrived for a routine visit only to find her client unresponsive. She quickly called 911 and her manager, Jessica Morrow-Gallmon. The client’s dog, Grace, was frightened and confused. With the family unable to care for Grace, Jessica took her in as a foster. She later wrote Grace’s story and found her a loving new home through her client network. The team continues to check in on Grace, showing that their care extends far beyond the job. Their actions reflect a deep bond with both clients and their pets.
Why These Stories Matter
These stories are more than moments of great customer service—they’re reflections of the values that drive Authority Brands. The franchise teams consistently demonstrate integrity, compassion, and a commitment to doing what’s right. Whether responding to emergencies, offering emotional support, or simply going the extra mile, they embody the spirit of service that defines our brand.
Looking for service you can trust?
Connect with an Authority Brands franchise near you or explore franchise opportunities today. Join a network that values people, supports communities, and leads with heart.
