I was recently reminded of the classic poem, ???The Touch of the Master?۪s Hand. You will recall that it tells the story of an old violin at auction that is thought to have little value until an old man steps forward and plays a piercing tune.

Religious overtones aside, any situation improves when touched by someone who has the experience to make a difference.

DW® founder and CEO HK Lee personally oversees technical support. He is adamant that good records are kept of every call and email. HK is meticulous in combing the data to identify areas where our products or service can improve. Our technical support people understand that they represent HK, not just a company.

Last week we held our customer webinar. Company President Wade Thomas personally conducted the presentation and responded to questions. We received a number of questions via email after the webinar. One of them fell through the cracks. As soon as Wade became aware of the missed opportunity he personally picked up the phone to discuss the question and suggestion with our customer. The customer was ecstatic with the personal service he received.

HK and Wade want the people in their company to be perceived as friendly, knowledgeable and responsive. They set the example for top tier customer service. Whether pre- or post-sale, they want customers to trust that the most important word in the phrase ???complete surveillance solutions is solution.

Their examples especially motivate our customer service and technical support reps to go the extra mile and apply a personal touch.

The Touch of the Master?۪s Hand

???Twas battered and scarred,
And the auctioneer thought it
hardly worth his while
To waste his time on the old violin,
but he held it up with a smile.

???What am I bid, good people, he cried,

???Who starts the bidding for me?
???One dollar, one dollar, Do I hear two?
???Two dollars, who makes it three?
???Three dollars once, three dollars twice, going for three,

But, No,

From the room far back a gray bearded man
Came forward and picked up the bow,
Then wiping the dust from the old violin
And tightening up the strings,
He played a melody, pure and sweet
As sweet as the angel sings.

The music ceased and the auctioneer
With a voice that was quiet and low,
Said ???What now am I bid for this old violin?
As he held it aloft with its?۪ bow.
???One thousand, one thousand, Do I hear two?
???Two thousand, Who makes it three?
???Three thousand once, three thousand twice,
Going and gone, said he.

The audience cheered,
But some of them cried,
???We just don?۪t understand.
???What changed its?۪ worth?

Swift came the reply.
???The Touch of the Masters Hand.

And many a man with life out of tune
All battered with bourbon and gin
Is auctioned cheap to a thoughtless crowd
Much like that old violin

A mess of pottage, a glass of wine,
A game and he travels on.
He is going once, he is going twice,
He is going and almost gone.

But the Master comes,
And the foolish crowd never can quite understand,
The worth of a soul and the change that is wrought
By the Touch of the Masters?۪ Hand. 

???Myra Brooks Welch