Marquette, MI Store Team

Marquette, MI Store Team

  • Job title: USA
  • Length of service: Scott Cameron (Team Leader): 22 years, Perry Hicks: 32 years, Bruce Laurila: 25 years, Jimmy Osterman: 2.5 years, Jace Nelson: 1.5 years

The Marquette team is a stopping point for almost every manager during their training process. Over the last few years even existing store managers and new technicians have been sent to Marquette to learn how to live and demonstrate our values through outstanding customer interaction – the Marquette experience. While Scott, the Store Manager, is key to this training, the entire team is involved in helping to develop the visiting associates. Every associate, regardless of position, returns from their training experience with a new vision of what excellence in service looks like with a clear plan of how to implement their learnings.

This location is not a one-time moment of greatness, it is a consistent, year-after-year peak performer. Yet it is clear that they don’t perform magic or do anything especially out of the ordinary. It is very simply basic, sincere and heartfelt empathy and genuine customer service. Their caring hearts, can-do attitudes and service mindsets are second to none.

Scott sometimes takes his coaching, mentoring and teaching to the technicians, repair specialists, customer advocates and store managers at other locations. His impact is clearly felt, and within the first week after his visit, these locations see a significant lift in performance.