Dan arrived anticipating a typical walkthrough of the home. But when the couple opened the door and immediately communicated that they were hearing impaired, Dan instantly understood he needed to adjust. Instead of defaulting to a bare-minimum approach or relying solely on his post-inspection report, he chose to find a way to make the experience inclusive from the moment he stepped inside.
Determined to ensure the couple understood every aspect of their inspection and treatment plan, Dan took out his iPhone and activated voice-to-text technology.
“I talk pretty fast, and I tend to chew on my words,” Dan shared. “So I pulled out my iPhone and put on voice-to-text speech.”
With a simple, on-the-spot use of everyday technology, Dan transformed what could have been a one-sided visit into an empowered, real-time conversation. Using his notes app, he explained each step of the inspection process while the couple read along, asked questions, and stayed informed at every turn. He still completed the standard written report afterward—but the true impact came from the immediacy and clarity his improvised communication method provided.
Their appreciation was immediate and heartfelt. For Dan, the moment became a meaningful reminder that customer service isn’t just about the tasks completed—it’s about the connection made.
For Dan, going the extra mile doesn’t happen by accident.
“Mindset is definitely a big aspect of work. I meditate every morning,” he said. Gratitude, he shared, guides how he approaches his day. “It keeps you in a more peaceful state and it makes the job more enjoyable.”
That mindset shapes how he interacts with customers, coworkers, and even strangers. It becomes especially important, he says, when the job places him inside people’s personal lives and private spaces—their homes.
“You kind of just walk into people’s lives, sometimes in very vulnerable moments,” Dan noted. “Every day brings something new. You never know what you’re going to walk into.”
Recognizing this, Dan approaches each home with empathy first—an attitude that defines EcoShield’s culture and improves the customer experience in ways that go far beyond simply treating a property.
Dan’s advice to fellow technicians is simple but powerful:
“Always think about the resources and technology you have at your fingertips… and don’t think twice when you encounter something unexpected. Just put your best foot forward and you’ll figure it out.”
Whether it’s using a smartphone, adjusting communication style, or taking a moment to listen more intentionally, he believes every technician can find small ways to make a big difference.
For Dan, pulling out an iPhone wasn’t just a workaround—it was a statement: Your experience matters. And for one deaf couple in Chicago, that simple act transformed a routine service call into a moment of dignity, connection, and trust.
EcoShield is proud to recognize Dan’s initiative as a reflection of the company’s mission to provide service that is not only effective, but compassionate, accessible, and centered around the needs of every customer.