Customer Service

I was reminded this week how big the little things are.

We use a company called Lawns Unlimited to take care of our grass. They do a soil sample every spring and then apply the proper nutrients, fungicide, weed control, etc. throughout the year. They also winterize our irrigation every fall, and turn it back on in the spring.

They sent us a new agreement this week to cover services in 2026. It was exactly what we did in 2025.

But I am trying to trim our budget and I told them so.

They immediately responded with a couple of options. No hard sell. No pressure.

I chose the services I thought we could drop and emailed them back.

Again, I got an almost immediate reply that was very courteous and a new agreement was attached that gave me payment options.

I signed it, returned it, and almost immediately I got an acknowledgement saying I was “all set”, and a thank you.

Who does that any more? Far too few businesses, that’s for certain.

I remember when I had just gotten my drivers license and I would often stop and get gas at Ellingsworth’s on Route 113 north of Ellendale. It was 1974.

Mr Ellingsworth would hear the ding when I ran over the hose as I pulled in, and he would immediately come out. He’d wave, put the nozzle in my tank, and I’d say, “Fill er up” if I was especially flush with cash that day. Or I’d say, “Five dollars today, please.”

Either way, he’d smile.

Then he’d pop the hood and check my oil, and wash my windshield. And when I gave him the cash, he’d give me a pack of Wrigley’s gum or a roll of Lifesavers.

If you’re not of my generation, you probably think I am making this up.

Our mechanic is Kenny Hughes. He owns Kenny’s Garage, and he is the best. When he fixes stuff on our vehicles, he will save the old parts and show me, and explain what it’s supposed to do and why it isn’t and why I needed a new one.

I was scheduled to take Mary’s car to him today for new tires. He texted me last week and said, “Hey we’re supposed to get some snow on Sunday. Why don’t we get Mary’s car in here before the storm so she’s driving with good tires.”

He was willing to come in on his day off to do this.

Who does that any more?

Customer service is really not that hard. Answer the phone, reply to the email, interact with customers like they’re your friends - not just an open checkbook. Go the extra mile when you can. Pay attention to details. Be dependable.

Create a connection.

Fortunately, some people still get it.