With its proximity to Disney, Universal Studios and other top tourist attractions, the MCI Service Center in Orlando is one of MCI's busiest — at least in winter and spring. "It's like a light switch goes on in February," says Dan Heath, who formerly ran MCI's service facility in Blackwood, New Jersey, and doesn't miss the snow. Heath, whose roots in the automotive maintenance business go back three decades, says his strong suit is management. He jokes, "I'd be about the last person you'd want to try to fix your coach. However, I can lead you to the people who can."

Heath prides himself on having made the service center more visible over the last couple of years. He makes sure drivers get VIP treatment in the customer lounge, with satellite television, donuts for the breakfast crowd and, typically, pizza or sandwiches at lunchtime. "It's not like the auto business where your wife or a friend can pick you up. The drivers who come here are sort of stuck, so we try to make them as comfortable as possible."

Heath notes that Orlando drivers, especially, tend to arrive in the morning after dropping off passengers at area attractions, and they expect repairs to be finished by 3 p.m. or so, when it's time to pick up their groups. Turnaround time is especially important.

Heath gives much of the credit for Orlando's success to his team, which currently includes eight technicians as well as a service advisor and other key members. "We're solidly staffed. We take calls at night, and we provide a lot of ERSA service on the weekends. It's a good team."