His name is Shaun. He is only one person. And still a teenager. But he's a making a difference.

He has restored my faith in a major computer store. No small feat!

Several months ago I had sworn I'd never step foot in the store again. That was after spending thousands of dollars there over several years. I was very happy with the company for a long time, then suddenly I could get no assistance when I went in. I was treated rudely several times.

When I would call the store I would never be able to access a human being. It appeared that I was routed to voice mail at their national headquarters on several occasions. Of course, if everybody was as unhappy as I had become I could understand why they would not want to talk to us.

I decided if I had to deal with that kind of service I'd just order from a catalog. And guess what? With my first order I was able to talk immediately to a person. A knowledgeable person. A friendly person. And after several orders — probably seven or eight to date — I have had not one single complaint. Awesome.

Then I develop a problem with a computer that is still under warranty at the store I've sworn to avoid. I did not call the store immediately. I called work associates and friends who I hoped would be able to help me figure out what to do. All said they understand my predicament and my frustrations about having to call the store where the warranty had been purchased. They too were dissatisfied with the store. Different locations, mind you, but the same chain.

But call the store I did. I felt I had no other option in light of the problem I was facing that day. And Shaun answers the phone. A real person. Almost unbelievable. And knowledgeable. Eager to help. Nice.

I spent most of the afternoon at the store with Shaun while he addressed the immediate problem at hand. When I left at 5:30 I had a CD in hand with the August issue of The Focus on it. I had been unable to save the magazine off the hard drive so I could get it to the printer. We were already behind schedule and I was more than a little bit irritated with today's technology and my limited understanding of it.

On Wednesday, when I returned to the store to retrieve my repaired computer I pressed Shaun for some background information. I wanted to know how he had attained such poise at such an early age.

He's 17 years old and already knows more about computers than I ever hope to know. When he was a kid, “Nightrider” was his favorite television show. Remember that awesome computerized car? Recall how the main character was always helping people. Always in control. Even-tempered. Helpful. Shaun thinks that's when his interest in computer technology was sparked.

Was a television hero also to be given credit for the character and maturity I was observing? Partially. But he talked on. And guess what? The influence of his parents surfaced to eventually outshine all others. He spoke of how they have been there for him, nurturing, caring, offering guidance.

“Oh, I get mad at my folks sometimes, but they are there for me and I appreciate them,” he said. (I do, too!) Shaun also spoke well of his co-workers, especially Glen, a supervisor and mentor who took him under his wing a while back. The team spirit came into play as we talked.

Maybe there is hope for what used to be my favorite computer store. I will give it another chance. Why? Because no matter how convenient shopping by mail, phone or through the internet may be, the truth is I still prefer human contact. I like real people in front of me when I'm making a purchase. Knowledgeable people with smiles on their faces. I prefer to see what I'm buying before I make the purchase. Feel it. Watch it demonstrated. Gain some degree of understanding about how it works.

Do I expect too much? I had begun to think so. Until I met Shaun, that is. One person really can make a difference, you know. And you and I would do well to realize that, to remind ourselves of the fact every morning. Our influence is out there.

Like it or not, we are making a difference every day for good or bad. The choice is ours.

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