Do You Need a Printer?

I called a local office supply store because I needed a new printer power cord.  The young person who answered the phone was friendly and eager to help. She asked clarifying questions, placed me on hold, came back for more details, then put me on hold again. This happened several times, her enthusiasm never faltering!

Finally, she returned sounding thrilled and triumphant.

“Okay! I have good news! We do sell that power cord,” she said, then paused and added, “...but it comes with a printer. Did you want the printer too?”  (Translation, "would you like a $300 printer with the $20 cord?")

I couldn’t help but giggle inside. I thanked her for her determined help, declined the “bonus printer” offer, and drove to another store to get just the cord.

As I drove, I found myself thinking about that interaction. Yes, she missed the mark, but she was trying so hard to help. She was attentive, persistent, and genuinely wanted to get it right.

And the more I thought about it, the more remarkable the moment became because that kind of customer service is pretty rare these days!  Her attitude reflected something I wish we saw more of in teams: perseverance, care, and ownership.

Whether you lead a school, nonprofit, or organization, moments like this reveal what norms look like in action.  Team culture isn’t just built by vision statements or staff meetings. It’s built by what people do, even when no one’s watching.

We all know what it’s like to call a business and feel like we’re inconveniencing someone. The contrast of being cared for, even imperfectly, stands out because it’s rooted in a culture that values effort and follow-through.

The question for leaders is: what culture are we modeling and reinforcing?

Building Norms That Stick

1. Define What “Customer Service” Means in Your ContextWhether your “customer” is a student, family, coworker, or community partner, make it clear what a great experience feels like. Define what people should walk away saying about their interaction with your team.

2. Embed It in Daily RoutinesRituals and habits build culture. Start meetings by recognizing examples of someone going the extra step. Model warm handoffs. Make gratitude visible.

3. Connect Norms to Purpose, Not ComplianceIf your team understands why certain behaviors matter, they’ll sustain them even when no one’s watching. Shared values outlast checklists.

4. Reward What You Want RepeatedRecognize perseverance, empathy, and ownership. The young woman who tried her best didn’t have the right product, but she had the right attitude. Culture grows when we celebrate the “how,” not just the “what.”

Reflection Questions

• What do others experience when they interact with me or my team?

• Do our daily behaviors reflect our stated values?

• Are our norms written on paper or lived out in action?

• How often do we pause to celebrate the effort, not just the outcome?

Culture isn’t what you say you believe, it’s what people experience when they’re on the other side of you.

You matter. Especially when you model the kind of service and care you hope to see multiplied. 💛