“As you know there is always that ‘one’ customer who really stands out as the true definition of a horror story,” said Adam Bushey, Franklin Rental & Sales Inc., St. Albans, VT. “We always train all new employees to ask more questions than would seem necessary when a customer comes into the store to rent an item. This helps ensure the customer leaves with the correct tool."
Bushey recalled, “A few years ago, a customer came in to rent a chain saw. He came up to the counter and asked to rent the biggest chainsaw that we had. We asked what kind of wood he was cutting and how big the trees were. Then, the conversation went south quickly. He stated he wasn't looking to cut trees at all, but was actually looking to install a pet fence and thought a chainsaw would cut a perfect slit into the ground. The biggest chainsaw would allow him to stand up right.
He continued, “We quickly steered him toward a lawn edger. Still, he was adamant the chainsaw was really what he was hoping for because dirt would cut easier than wood. Long story short, he left with the lawn edger and we saved a chainsaw from total disaster.
“We use this story to instill into our counter staff the need to ask the right questions for each rental. This not only ensures the safety of the customer but also saves our tools from unneeded abuse. If we had left him to his own judgement the rental would have had a totally different outcome.”
