In my decades of speaking about customer service, I’ve learned that the most potent lessons often come from unexpected places. Recently, I had the privilege of interviewing my friend John O’Leary, author of “On Fire” and the newly released “Soul on Fire,” which has been turned into a movie. John’s story isn’t just inspiring—it contains profound lessons about service that every business should embrace.
When John was just nine years old, he was burned on nearly 100% of his body in a terrible accident. Doctors gave him less than a 1% chance of survival. Yet against all odds, he not only survived but thrived, becoming an internationally renowned speaker who inspires audiences worldwide.
What struck me most about John’s story wasn’t just his remarkable recovery, but how he credits his survival to the collective efforts of everyone around him—from world-famous figures to the hospital janitor.
The Most Important Person in the Room
One story John shared resonated deeply with me as a customer service expert. During his hospital stay, his doctor would make daily rounds with the medical staff. But he did something unusual—he would bring in Lavelle, the janitor who cleaned John’s room.
The doctor would have Lavelle sit on John’s bed and would celebrate his work, explaining to everyone that while surgeons and nurses were vital, the janitor was perhaps the most important person in John’s care. Why? Because with burn victims, infection is the number one killer, and Lavelle’s meticulous cleaning directly prevented that threat.
This powerful lesson translates perfectly to business: Everyone contributes to the customer experience, regardless of their title or pay grade.
Recognition Creates Excellence
Think about this in practical terms. My daughter works for some famous restaurants in New York City. When a chef prepares an exquisite meal, it means nothing if it’s served on a dirty plate. At that moment, the dishwasher becomes the most crucial person in the restaurant, despite being among the lowest paid.
This reminds me of Martin Luther King Jr.’s famous quote: “If you are called to be a street sweeper, sweep streets so well that all the hosts of heaven and earth will pause to say, ‘Here lived a street sweeper who did his job well.’
When people are recognized for their work, they not only feel valued—they also elevate their performance. The doctor who acknowledged Lavelle wasn’t just being kind; he was creating a culture of excellence that directly contributed to saving John’s life.
The Hidden Heroes of Customer Experience
In business, we often focus on frontline employees—the salespeople, customer service representatives, and account managers who interact directly with customers. But John’s story reminds us that customer experience depends on everyone:
- The IT staff who keep systems running so customers can place orders
- The warehouse workers who ensure products are packed correctly
- The accounting team that processes refunds promptly
- The maintenance workers who keep facilities clean and functioning
- The administrative staff who manage schedules and communications
Each role, regardless of visibility or status, contributes to the overall customer experience. When organizations recognize this truth, they create more cohesive, customer-focused cultures.
Possibility Thinking
Another powerful lesson from John’s story involves his piano playing. Despite losing his fingers in the fire, John learned to play the piano through the dedication of his mother’s friend, Mrs. Bartella, who tied a pen to his hand and taught him one key at a time over the course of five years.
This wasn’t just about learning music—it was about teaching possibility. As John explained, “We live today in a society that loves to claim we can’t do things… leaders have the opportunity and mandate to remind people they can do hard things.
In customer service, this mindset is transformative. When we believe solutions are possible, we find them. When we think customers can be delighted, not just satisfied, we create experiences that stand out.
The Power of Recognition
What’s most striking about John’s upcoming movie “Soul on Fire” is how he insisted the story not position him as the hero. Instead, it celebrates all the people who helped him survive and thrive—doctors, nurses, family members, and yes, the janitor.
This approach mirrors what great service organizations do. They recognize that a single department or superstar employee doesn’t create customer experience—it’s the result of a collective effort where everyone plays a vital role.
The next time you think about improving your customer experience, remember John’s story. Look beyond your frontline staff to recognize and celebrate everyone who contributes to the organization. Create a culture where the Lavelles of your organization understand that their work isn’t just important—it’s essential.
Ultimately, customer service isn’t just a department—it’s everyone’s responsibility. And when we recognize that truth, we create organizations that truly stand out in their ability to serve, just as that hospital team did for a nine-year-old boy with no chance of survival who went on to inspire millions.
