This week I was at an equipment rental place renting a couple carpet blowers. The need for the carpet blowers involved a bathroom remodel, a piece of less-than-adequate piece of cardboard, and a cat. That’s a story for another day. Rest assured; everything ended well.
While I was at the rental shop the employee (James) took me in back to show me the carpet blowers they had. They looked good to me, so I said, “I’ll take 2 of them”. James proceeded to take clean off the carpet blowers and carry both of them to the checkout stand. I asked if I could carry one of them for him, but he said he had them, so we proceeded to the front to check out.
As we headed toward the front, there was a door we had to go through that was closed. I told James, “Here, let me get the door for you. I might as well make myself useful”. To which James replied, “You’re a customer. I consider that itself being useful.”
I was pleasantly shocked. From that statement, it’s clear that James doesn’t see customers to his shop as a burden or an annoyance, but rather as the reason he’s in business in the first place. His comment seemed so contrary to other places we’ve all visited where, as a customer, we feel like an interruption or an irritation to the employees. Based on James comment, I can guarantee that his is the only shop I’ll ever go to in the future when I need an equipment rental.
May we all take a page from James’s playbook and be mindful of the importance of the customers we may serve.