Taking Time to Remember with Dave Moravec
The Echoes We Remember: Timeless Lessons in Customer Service and Life
We live in a world obsessed with the next big thing—new technology, next-level marketing strategies, or the flashiest hacks to gain attention. Yet, sometimes the most profound lessons come not from chasing what’s new but from listening to the echoes of what’s always been true.
When my friend and returning guest Dave Moravec joined me again recently, our conversation reminded me how wisdom doesn’t age—it simply evolves. Dave’s newest book, Echoes to Remember, blends storytelling, business parables, and life philosophy into a unique tapestry that left me reflecting deeply on the nature of choices, leadership, and what it truly means to serve others.
Lessons from the Rails—and Beyond
Imagine boarding a train that whisks you away not just through geography but through time itself. That’s the premise of Dave’s “Echoes” series, where his fictional character Charlie, a seasoned business consultant, steps off a modern train and into 1914. The storyline is captivating, but even more compelling are the business truths woven throughout Charlie’s journey.
Charlie wrestles with a powerful dilemma: after a miraculous experience of time travel, who can he tell without sounding unhinged? It’s a surprisingly relevant metaphor for modern leadership. How many of us have had insights, big or small, that we’re afraid to share because they might seem “out there”? Whether it’s a bold business idea or a new approach to customer service, fear of judgment can hold us back from transforming our work or our lives.
Dave’s storytelling is a reminder that the courage to “get back on the train,” metaphorically speaking, is where growth happens. We all fall off the horse sometimes, whether in business, relationships, or personal goals. The real question is: do we stay down… or climb back aboard?
Why Responsiveness Is the New Competitive Edge
One of my favorite parts of our conversation was Dave’s take on responsiveness as a core customer service principle. He posed a scenario many of us know too well: you call three contractors about remodeling your bathroom. How many call back? One. If you’re lucky.
This hits home for anyone who’s ever tried to get work done around the house… or even tried to book a business service. Too often, companies lose business not because they deliver poor results but because they never follow up at all.
Responsiveness isn’t just a polite business habit; it’s a differentiator. Dave shared a brilliant script:
“Hi Carrie, thank you so much for leaving a voicemail 15 minutes ago. It’s our company policy to return calls within 30 minutes because we care about your business. Let’s set a time for one of our team members to come out and help.”
Imagine how powerful that one call, email, or text could be in an era where silence is the norm. When businesses are drowning in work and short on staff, this kind of proactive communication stands out more than ever.
The Customer Isn’t Always Right—But They’re Always the Customer
Another of Dave’s golden nuggets challenges one of the oldest adages in business: “The customer is always right.”
Spoiler alert: they’re not. But as Dave pointed out, the customer is always the customer, and that matters.
We’ve all encountered situations where a client insists they paid a bill you know remains unpaid. You could argue and risk losing the relationship, or you could take the high road, address the situation discreetly, and maintain dignity for both sides.
It’s a powerful reminder that exceptional service isn’t about blind agreement but about maintaining respect, empathy, and calm, even when the customer is… well, completely wrong.
The Power of Echoes in Life and Business
The most beautiful thread running through Dave’s storytelling, and our conversation, is the idea that echoes shape our lives. Echoes are those lingering voices from past experiences, conversations, and lessons learned that come back to guide us.
Think about your own echoes. A mentor’s advice. A parent’s words of wisdom. A mistake you made that still shapes how you operate today. These echoes remind us that the past is never just the past; it’s a library of insights we can tap into for wiser choices in the present.
Dave encouraged a powerful journaling exercise I’d love to pass on:
Go back through significant events in your life—big wins, major mistakes, even small interactions—and write about what you learned. Connect the dots between those moments and who you’ve become today.
Whether you’re a business leader or simply navigating your personal journey, this exercise is pure gold. It helps us understand how echoes from years ago continue to influence our decisions, values, and relationships.
Moving Forward—Echoes and New Adventures
Dave teased several future books in his series, including Echoes Across the Sea (hospitality tales on a cruise ship) and even Echoes from Horn Honkers and Jaywalkers (life lessons from the chaos of city streets). Each new volume promises to deliver wisdom wrapped in engaging storytelling, blending history, humor, and real-world business lessons.
I couldn’t be more excited for what’s coming—and not just for Dave, but for all of us. Because his stories remind me that while technology changes and markets evolve, the fundamentals of human connection, respect, and service remain timeless.
Make Your Own Echoes
We all leave echoes. Every action, every choice, every word spoken becomes part of the resonance we create in the world. Whether it’s how we show up for customers, how we lead teams, or how we live our personal lives, our echoes ripple far beyond what we can see.
Dave’s stories inspire me, and I hope they inspire you, to make echoes worth remembering. Because the only thing more powerful than learning from the past… is using it to create a better future.
So here’s my invitation: What echoes are you leaving behind? And what story are you writing with your life today?