The 2021 WSU Customer Service Conference connected customer service with military and community service, resilience, and leadership.

Jennie Taylor shared her experience as the widow of Brent Taylor, a North Ogden mayor and Utah National Guard soldier killed in Afghanistan in 2018.

She connected customer service to communication, attitude, and shaping the perspectives of people being served.
Her central message was to live “happily even after” hardship by taking life one day at a time and continuing to serve.

JT5 Principles
Life is a labor of love: reconnect work with its purpose and the people it serves.
Fear feeds failure: avoid defensiveness, face setbacks, and stop trying to fix everything for everyone.
Grit, grace, and gratitude: use grace and gratitude to sustain resilience.
Do not take everything personally: distinguish others’ behavior from personal intent and manage reactions.
Seek better questions instead of expecting to have every answer, particularly in relationships and workplaces.

Service Legacy
The Major Brent Taylor Foundation focuses on leadership, scholarship, and service.