Big hair, bangs, fax machines, and rolodexes — that was the world Danette Larsen walked into back in 1990. Thirty-six years, one acquisition, and countless technology changes later, she is still doing the job she fell in love with on day one: taking care of customers. As a Senior Account Manager in our St. Paul, Minnesota office, Danette has built a career — and a reputation — of listening closely, following through, and treating every customer relationship like it’s built to last, because for her, it usually is.
From Office Coordinator to Senior Account Manager
Danette’s career began in 1990 at Surgical Technologies, Inc. (STI) – the company Pro-Tech acquired in 2022 — where she started as an Office Coordinator, answering the incoming calls on the telephone switchboard, passing along handwritten messages and providing administrative support to her colleagues. From there, she supported the Sales Team as a Sales Coordinator, filled a temporary role as a Buyer for the Purchasing Team and found her way back to what she loved most: working directly with customers. She became the Customer Service Manager, then transferred to Account Manager, and today she is our Senior Account Manager.
“No matter the role, my focus has always come back to working with customers, understanding their needs, and building long-term partnerships,” she says.
Before STI, Danette worked in an administrative role at a law firm and had considered becoming a paralegal. Then an opportunity to join the medical field at STI came along, and she never looked back. In a fitting St. Paul small-world coincidence, the person who interviewed her for that very first job turned out to be one of her high school classmates — she had no idea until she walked in for the interview and saw a familiar face. It was the first of many “it’s a small world” moments that seem to follow Danette throughout her career.
Years of Change
Few people have a front-row seat to as much workplace evolution as Danette. She started in an era of fax machines, rolodexes, and paper “Conversation Sheets” — a report she was required to hand write and distribute to the team summarizing each customer call. Today, that same work is all digital, more process-driven, and, in her words, a lot more structured than the “get ‘er done” attitude of the early ’90s.
But amid all that change, some things have stayed the same…
According to Danette, “Timely, consistent communication, and accountability are just as important today as they were when I started. Customers want confidence that their project is progressing on schedule, being completed to the agreed-upon specifications, and that they are working with someone who listens and truly values their business.”
Relationships Built to Last
During Danette’s tenure she has built customer relationships that span generations — literally. She has worked with one customer for more than 30 years, starting with the company’s founder and now working with his daughters as the business has passed to the next generation.
That kind of longevity doesn’t happen by accident. Danette sees her role as an extension of the customer within Pro-Tech’s walls. “I am the voice of the customer,” she explains. “It is important that I clearly understand what the customer is looking for and communicate that accurately to the internal PT team.” Being a good listener and being responsive, she says, are the two qualities that matter most in her role.
That same responsiveness and authenticity are what help her get things done internally, too because she has built trust with both customers and colleagues over the years. The internal team knows that she genuinely expresses the customers’ needs and is always willing to roll up her sleeves right alongside them to see that the needs are met.
Why Has She Stayed?
Ask Danette why she has stayed at STI/Pro-Tech for most of her career, and the answer is not complicated. “I enjoy the people I work with,” she says, many of her colleagues have become close friends over the years. She takes pride in the relationships she has built with her customers and the satisfaction of being a reliable “go to” person for them. And even after 36 years, the work hasn’t gotten stale — there is always something new to learn or a way to keep growing.
Through it all, Danette has been known for one thing above all: showing up with a positive attitude, a smile, and — almost without fail — an iced coffee in hand. “I believe a little kindness and a positive attitude can go a long way,” she says.
Life Outside the Office
For Danette, it all comes back to family. She and her husband have been married for 32 years and have two grown children.
Her happy place is the family cabins in western Wisconsin. The cabins have been in her family since her grandparents purchased them in the 1960’s. She and her family, along with her parents, siblings and their families visit as often as they can and enjoy fishing, boat rides, bonfires, and playing games — it’s a place where generations come together to slow down, unplug, and enjoy simple things.
“Looking back on my time at STI/Pro-Tech, I’m grateful for the opportunities I’ve had, the friendships I’ve made, and the customer relationships I’ve built along the way,” Danette says.
At Pro-Tech Design, we couldn’t agree more. Thank you, Danette, for your dedication, positivity, and for going above and beyond for our customers and your teammates. We are so grateful to have you as part of the St. Paul team!