We often miss the forest for the trees. Those trees may be wonderful in the short term but the forest is the real deal in the long term!

This week a personal experience got me thinking about this trait of ours and how by not following it we may be better off…

As it happened, to ease my commute to different parts of the Bay Area in the initial days, I went for a car rental. It was the best choice for me and also seemed apt considering I would be able to test drive cars of choice and decide on which one to buy.

The first week, I booked a car through Expedia and as I went in to pick it up, the executive at the counter turned out to be very friendly. Al (his short name) patiently explained me various options and made sure he gave me enough time to let my transaction through.

As I left the counter, he gave me his no. and asked me to call him in case of any issues. I had a good experience and got a good car thanks to his word to the delivery team.

After the week passed, I decided to get another car to try out a different model. However, owing to last minute bookings, I couldn’t get it from the same company and had to opt for a pricier option with another company.

While I had the guy’s contact details, I didn’t want to just call him out of the blue. But I went in after returning my car to the counter to see him. He recognised me and waved.

I was quite surprised that he could remember me. He must be dealing with so many people on a daily basis, sitting as he is at the airport counter.

Happy to see him, I went ahead and generally chatted with him. I was sure there was no other option for me at that company, having checked the availability online.

However he again surprised me. He asked me if I had a car already and when I replied in the negative, asked me if I still wanted another rental. I told him I had tried but couldn’t find any suitable option.

He requested me to stay put and called up a couple of people internally to arrange for a new car at the same price that I was paying earlier. He also helped me get the other booking cancelled and again put up with me all that while to complete the transaction. As we wound up, he told me he will put in a word to extend the rental at the same terms, if I choose to.

As I left his counter for the second time in seven days with a smile, I couldn’t help but wonder why we don’t have more such people across the board.

He could have chosen to ignore me or could have told me that there’s no car available or charged me higher. But he chose to give his time and put in efforts beyond what he was asked to do. That’s something we don’t come across often!

These are people who choose to delight, go overboard every time, treat others with a great sense of responsibility, and make the place a good one to do business with! They and their likes don’t just help put a smile on a customer’s face but gain them for life. And whether we believe it or not, form the backbone of any operation.

Only if all of us could be like them and do everything with a great sense of ownership and a friendly approach, the world would be so much more than a better place!