GENTLE GIANT: VALUES-DRIVEN CUSTOMER SERVICE

Driving long distances, lifting heavy boxes, and moving bulky furniture in and out of oddly configured homes is not glamorous work. It involves sweat, muscle strain, and repetitive tasks. Even so, the employees at Gentle Giant, a moving company with sixteen regional branches throughout New England, love their jobs. Gentle Giant’s workers load and unload boxes and trucks with surprising vigor and enthusiasm. In an industry notorious for high turnover and poor customer service, Gentle Giant has attracted dedicated, capable employees and kept them productively engaged—largely because most people in the company truly strive to live its values every day.
When we met Gentle Giant’s CEO, Larry O’Toole, ...

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