Employee Spotlight: Keith McCarver and the Power of a Service Mindset

"Keith is a natural leader and embodies the service mindset we strive for in our department. His dedication to helping residents and restoring water service is exemplary." - Todd Saums, Commissioner of Water Distribution.

For nearly 25 years, Keith McCarver, a foreman in Water Distribution, has been a visible figure in the Toledo community. Growing up on Pinewood Ave in the heart of Toledo, he graduated from Macomber High School in 1990. After completing two years at the University of Toledo while working at Midas Muffler and UPS, McCarver decided he was ready to join the workforce full-time.

His journey in water distribution began humbly as a repairman. Through hard work, determination, and steadily honing his skills, he advanced from repairman to senior repairman, ultimately becoming general foreman, where he supervises around 10 employees. Driven by a passion for helping others, McCarver said, "For me, it's effortless. I naturally care about people. If there's an issue, I love to help."

McCarver said that maintaining a service mindset means listening intently to customer concerns, finding effective solutions, and communicating clearly every step of the way. "I strive to be a good role model for my team. I emphasize consistency in customer satisfaction, treating every yard as if it were my own."

As a foreman, McCarver is often called upon in moments of crisis, handling urgent situations like burst pipes or water spraying uncontrollably from basements. "If a main break happens in front of someone's home, that's when they really see the impact of what we do," he said. "Residents genuinely appreciate our work once they see how much care we put into it."

McCarver's commitment to exceptional customer service is evident even in the most challenging situations. "I always show that I care and do everything within my power to help, even if it means going above and beyond expectations," he said. "People appreciate feeling heard and respected, even if their issues can't always be completely resolved."

Drawing inspiration from Bruce Lee's advice to remain calm during adversity, McCarver makes it a point to stay composed and focused when dealing with upset customers. "When faced with hostility, I stay calm and listen. By the end of the interaction, they often appreciate my efforts, and that makes a huge difference," he said.

Leading by example is one of McCarver's core principles. He works tirelessly to create a positive and collaborative work environment for his team. "I build relationships, ensure open and clear communication, and I'm always open to listening to my team's ideas," he said.

McCarver said his role extends beyond water distribution-it's about improving the community he serves. He finds deep fulfillment in knowing that his work positively impacts Toledo. "I truly feel like I'm making a difference, especially with the LED program and educating residents about its benefits," he said. "That sense of purpose is what keeps me motivated."

Beyond his professional life, McCarver is passionate about sports and coaching, where he continues to inspire others to push themselves to new heights. "I always look for the positives in every situation, and I aim to be someone who brings that positive energy wherever I go," he said.

As he continues his meaningful journey in water distribution, Keith McCarver remains fully committed to making Toledo a better, brighter place-one yard at a time. His unwavering dedication and service to the city and its residents stand as a testament to his strong work ethic and compassionate heart.

Thank you, Keith McCarver, for the lasting impact you've made on our community and your unending example of a service mindset.​

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