[ From the Archives of 365 ]
“What I’ve learned is that life is not all about me! me! me! We all need to realize that there are other people out there; we need to be patient with each other, those in the same position as ourselves, or those having greater difficulties. Good people who are just trying to make ends meet financially and in taking care of their families.”
I’m sitting at an enterprise rent-a-car talking to Drew, the man at the counter who moments ago greeted me. Lately this place has been a regular destination, having rented a variety of vehicles for my assignments over the past several months, and every time I come in, I pitch for 365 friends.
It would be an understatement to say, most of the rental agents don’t just know me, they see me coming. And even though they are a little interested to contribute, they are usually too busy with customers to be interviewed.
No difference this evening, the dealership is packed. And it being holiday season, its crazy times at the Enterprise counter.
The bulk of the customers are patient, yet as always, there are still a few throwing attitudes in an attempt to be noticed. Like sporting a frown will magically make the line disappear. My thought, Calm down, there is no rush. Just be patient and you will get your car.
The scene turns surreal when a frantic customer, blasts into the office, and running behind the counter, loudly exclaims, “We just got hit from behind, all we did was slow for a pedestrian and wham! We got hit from behind.”
Drew, my Enterprise friend asks, “Is anyone with the car?” In my opinion, an obvious and expected question. Yet, rudely she responds. “Yes! My husband, what do you think!” Drew smiles it off.
She then shrills, exasperated, “what do I do?” With composure he suggests, “Get all their information, and if they are not willing to give it to you, call the police.”
“Do you have some paper and pencil?” she demands, Drew is unshaken, and even though he is helping multiple customers, he misses no stride in being of service to her and all.
The last glancing blow to his professionalism. Remember the lady wanting to jump to the front of the line; she screams out, “Why don’t you tell her what information to get! Insurance! Phone Number! License Plate!”
Now I’m getting a little riled up. Not to point my jabs at Drew, but directly at Mrs. Helpful. Please excuse my sarcasm.
But I’m going to check myself here. 365 is teaching me tolerance, patience, and empathy toward others. And surely, Drew is modeling a lesson to me.
I lean on his example and holster desire to bud in, and yes, I do feel better for doing so.
“I hope that people can start to look outside themselves and start to really embrace the idea of community.”
There is a reason I like this Enterprise location, all proven by what I am witnessing tonight. A courteous staff doing all they can to diffuse a situation.
Another customer asks, “can I have a ride home.” While one more is questioning insurance coverage; “Can you give me a better price?”
One detail to note: Drew is not the only one working the counter tonight.
Julia, another Enterprise superstar, leans over the counter as she aids another renter, “Can I get your car for you?”
I got here at [5:30]. It’s [6:15] now and the room is almost empty, all cars have been delivered, and the last of the “I need a ride home” customers are on their way home. That is, except for me.
The crowd cleared, Drew turns to me, and moments later I’m holding keys to an upgraded Dodge Durango. Got it for the price of a mini van. Hey, I had to negotiate for the deal of the day.
But before I drive away, I invite Drew and Julia to the 365 project, and without hesitation, they are both all in.
Julia goes first:
“My advice to people or words of wisdom to people is to understand that everything happens for a reason. My dream when I was sixteen was to move to NYC and go to college there. I didn’t have the opportunity, but thank God (or whoever/whatever) because I ended up meeting my best friend, Holly. If I had gone anywhere else I never would have met my soul mate. In the next 5, 10, 15 years I hope that people can start to look outside themselves and start to really embrace the idea of community. I hope I’m still best friends with Holly, happily married, with children, laughing, and enjoying life.”
As Julia and I are speaking, Drew is joking with her and the manager who was working in the background. It is then that I realize why the morale is so high at this Enterprise location. Sure, customer first, but with all but one customer departed, that being myself, I get the opportunity to observe the branch team, and it is inspiring.
These people really like each other, their job, and working with customers. And It shows. For one thing, in the comfort they share in allowing me to interview and photograph them. But their comradery goes deeper than that. They truly care about the community.
Julia talks about community and enjoying life as Drew kicks in.
“What I’ve learned is that life is not all about me! me! me! We all need to realize that there are other people out there; we need to be patient with each other, those in the same position as ourselves, or those having greater difficulties. Good people who are just trying to make ends meet financially and in taking care of their families.”
“I just try to live by the golden rule, do unto others as you would have them do unto you.”
I question Drew regarding this perspective: So, if someone treats you poorly, does that give you permission to treat the world poorly? I ask.
“Absolutely not,” he says, “You treat others the way you would like to be treated.”
With the full support of Julia, Drew look forward:
“The future? I’d like to see a day where people are simply getting along, not judging each other by race, age, ethnicity, religion, wealth, or political view. Just accepting each other for who they are, and being able to either agree or disagree with kindness.”
A premise has been proven to me this evening as I break bread with Drew and Julia: Seeing how they both dealt with a room full of diverse personalities.
One last observation: Remember the frightened and impatient accident victim at the beginning of this story. Well, she and her husband have been present all the while Drew, Julia, and I have been talking. In the background completing their transaction with the branch manager. And as I observe their transaction concluding words, I’m struck with what you do not normally hear in a business setting, especially after a stressful situation. Those words, “God Bless You.”
So, in tribute to Drew, Julia, an all so supportive manager, I pledge to honor your patience, your care for others, and the calm you have passed to me. For as my family and I drive to spend holiday time with the in-laws… as I tackle holiday traffic… the lower back pain… and the indigestion I’ll be getting from the roadside fast food, all I can say is, Arizona here we come.
Talk tomorrow my good friends,
Richard
