The Heart of Service: Meeting My Own 'Pearl'
Brad Brooks
Operational Strategist & Leadership Expert | Skilled in Driving Efficiency, Team Success, and Sustainable Growth
Over the past 15 years, customer service has evolved in many ways. Technology continues to transform how we interact with customers, and efficiency is now a primary goal. But through all these changes, one timeless truth remains: human connection is still at the heart of exceptional service.
You might be familiar with the story of Pom-Pom Pearl, an Arby’s employee in her 80s whose infectious energy and warmth made her a local legend. Pearl Weaver wasn’t just an employee—she was a beacon of positivity. Greeting customers with a bright, “Hi everybody, welcome to Arby’s!” and a wave of her pom-poms, Pearl became a symbol of how personal interactions create lasting impressions.
"For those who think great customer service has faded, Pearl's cheerfulness was a reminder of what true connection looks like."
Meeting My Own "Pearl" ????
Around 15 years ago, I encountered my own version of "Pearl" while helping implement a point-of-sale system at a university in Springfield, Ohio. One of the cafeteria employees was an 85-year-old woman known affectionately as "Grandma." She had worked there for years and was more than just a worker to the students—she was a comforter, a friend, and sometimes even a surrogate grandmother.
Grandma wasn’t just processing transactions; she was providing emotional support for students far from home. Students would hug her when they felt homesick, and she always had a kind word or a warm smile. For her, this wasn’t just a job—it was a calling. It gave her purpose.
"She wasn’t just scanning cards. She was making people feel seen, heard, and valued."
A Simple Solution, A Big Impact ???
But there was a challenge. With the new POS system came new technology, and Grandma was struggling. She had trouble using the handheld barcode scanner, which led to long lines and frustration for the students. It upset her deeply, as she could see that the delays were impacting the people she cared about.
This was more than a technical issue—it was affecting her ability to do what she loved: connecting with the students. After seeing the toll this was taking, I knew we needed a solution that worked for her, not just for the system. So, I drove to Dayton and brought back an orbital scanner—one that allowed students to scan their own cards without Grandma having to handle the device perfectly.
"The students didn’t care about the technology—they cared about her. One small change put the focus back on what mattered: human connection."
Immediately, the mood lifted. The students were more than happy to scan their own cards, and even happier to have Grandma’s focus and warmth back on them. The lines moved faster, but the real win was the return of that personal connection. Grandma could once again devote her energy to welcoming each student with the warmth they had come to rely on.
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"She was back to doing what gave her purpose—making everyone feel at home, even in a crowded cafeteria."
The Real Lesson in Customer Service ????
The story of both Pearls—Pom-Pom and Grandma—teaches us an important lesson: customer service is not about mastering technology. It’s about mastering human connection. Even in today’s world of automation and efficiency, people come back because of the way they feel.
"Technology should never replace the human touch—it should empower it."
We can innovate all we want, but we must always remember that behind every interaction is an opportunity to make someone feel seen. The key is using technology to support the people who excel at forming those connections—not to replace them.
Moving Forward ????
As we continue to integrate new technologies into customer service, it’s crucial to ask: How does this help people do what they do best? Does it support the personal connections that make great service, or does it create barriers?
Think about your own experience: Have you ever met your own version of Pearl or Grandma? Someone who made an impact, not because of the tools they used, but because of how they made you feel? Let’s celebrate those individuals who remind us that the heart of service will always be human connection. ??
"Great customer service isn’t about efficiency—it’s about empathy, personality, and making people feel valued."
Have you ever met your own "Pearl"? ???? Share your story in the comments, and let’s recognize the people who make customer service feel like home.
About the Author: Brad Brooks has held executive positions across Technology, Customer Success, Enterprise Account Management, Marketing, and Sales Leadership. Brad is passionate about delivering exceptional service and creating meaningful customer connections. His unique blend of expertise enables him to recognize and foster service that goes beyond technology, ensuring that every customer interaction leaves a lasting, human impact.
Senior Leader | Strategic Decision-Making, Project Management and Business Transformation
1 个月I have had the priveledge of having a dozen or more stories like this in my career. But of those many, I would take a minute to mention Brad himself. A long time ago I met Brad just after this event he wrote about. We had several challenges with the POS and our even more with approach my company had taken. I became the new lead to work with Brad as the customer (a story for another day). Brad was the “face of this company for us and he jumped through hoops like this scanner/Grandma story on a regular basis. He is very thorough and focussed on results in whatever he does. He had empathy for our situation and never a side comment or word. If he had an issue he would bring it to me and approach it with fairness and a solid factual approach. So as they say Brad “it takes one to know one” and you are one of those people to me!