Brian O’Flaherty

Master Trainer

Q: Please describe your role in the company and why it is important. 

A:  I install our phone and mobile devices and train our customers how to use our service. I do all that I can to ensure that customers feel comfortable and confident using our service and that it is easily accessible to them. This is vital because if the customer does not feel comfortable with our products and services, they will miss out on the chance to have more fruitful conversations with friends and family.

Q: What do you bring to your role that adds value to the company?

A: Patience, empathy, and the ability to relate to most people I meet. I never rush a job with a customer – I give them the time that they need. I take time to learn about the customer and relate to them. I do my best to make our time together an enjoyable experience, share a laugh or two, or be willing to listen to their troubles. When you make the installation memorable and an enjoyable experience, the more likely the customer will talk about our wonderful service and recommend us to others who may need our service. 

Q: What does the Americans With Disabilities Act (ADA) provide for people who are Deaf and hard-of-hearing? 

A: The ADA ensures that the Deaf and hard-of-hearing community has equal opportunity to communicate and that they are not discriminated against due to their disability. This is done by providing the community with various means of communication via teletypewriters (TTYs), captioning telephones, and Video Relay Service.

Q: Please describe how regulations (the government rules) impact what we do as a company.

A: The regulations set by the Federal Communications Commission (FCC) help ensure that our service goes only to those who truly need it. This allows us to focus our attention on those who need our help and allows us to provide reliable service to them day in and day out.

Q: What is the greatest challenge you have overcome – or are still overcoming – in your work?

A: The greatest challenge? That is a hard question to answer. As a trainer in the field, I find our challenges are ever changing, and I find it hard to point out one as the greatest since they are all unique. One ongoing challenge I face with work on a daily basis that I may never overcome in my lifetime: Boston traffic. Sometimes, traveling just five miles can take over an hour! 

Q: What is the best part of your work?

A: Working with customers and improving their lives. The most gratifying feeling in life is knowing I helped somebody and made a difference in their life.