Recently, I collected a learning vignette while on vacation in Colorado with my husband and six teen boys between the ages of 14 and 15. (Yup, I’m as insane as the rest of all the over-indulging parents out there.)

 The lesson didn’t relate to telecom at all. But, interestingly, the non-telecom nature of my day trip reminded me of some things each of us in the OSP should keep top-of-mind as we aim to foil the cable dudes in their quest to dominate the world of communication and entertainment.

My big “Aha!” moment occurred while being propelled down the Colorado River over Level III rapids in an eight-person raft. Our host, “The Little Rafting Company That Could”, treated our six somewhat annoying and inquisitive teenagers with tolerance and enthusiasm from the time we strapped on our life jackets to the moment one of them fell overboard.

Each raft guide served as spokesperson for the company, as well as bus driver, raft carrier, and even nature folklore storyteller. They were jacks of all trades and master of quite a few, to be honest.

Levi, our own personal guide, took pride in his company, jabbed playfully at the competition on the river floating ahead of us, and displayed his technical execution with oars and rapids so flawlessly that we trusted him totally with our collective lives.

The entire experience was a powerful example of what strong cross-training, knowledge, and incredible passion can do for a small company in Glenwood Springs, Colorado. As a result, our family has been a loyal customer for several years and we have absolutely no intention of going elsewhere if/when we feel the need to shoot through fast moving water in a rubber dingy.

The Point: People who are committed to their profession and company matter because customers desire to be loyal to a corporate entity that really does care about the customers it serves.

Old alliances are strong and should be honored. That’s why it’s important that our OSP techs and everyone else who has an interface with customers put their best foot forward. (Yes, even wearing those silly booties matters.)

It’s the little things that add up to the biggest thing: Trust. So what are you going to do today to help your customer trust you?