The Man, The Homeowner, and The Garage Door

You will often be offended before you are effective.

My garage door needed maintenance. Since moving into my home a couple of years back, the door has increased in noise and movement when opening. I have learned, the hard way, not to allow something to fully break down before addressing it. So, I made the appointment yesterday, and today a garage maintenance company sent a gentleman out to work on my doors. That is when the drama started.

When he called to say he was on his way, I felt some kind of way. I don't know. Let's just say he did not exude customer service or even service. His attitude on the phone was a bit like the weather in Atlanta today; cloudy with a chance of rain.

He arrived at the house, placed two orange cones around his maintenance truck, and without even a hello, went right into job speak.

"So, what are we doing today?" he asked.

"Well, the garage sounds like it's in labor when I try to open it. Screeching, scratching, and moving east to west instead of north to south," I answered.

He was just looking around but not looking at me. I felt offended; I felt slighted. I am the homeowner who is paying for this job today, yet he acted like I was in front of him to service his home. I was offended, but I wanted to be effective so I ignored my offense and kept pushing on with my description.

Then, for some reason, I mentioned that I also needed bulbs put in the lights so the garage would illuminate at night when I opened them. That is when he looked at me.

"Are you asking me to replace your light bulbs?" he said with disdain in his throat.

"Well, I can do it," I responded. "Just thought if you were already up there, then maybe, it's ok," I dismissed the idea. And this was the opening I felt as a communicator to daisy-chain our misaligned emotions.

"I'm Dennis by the way," I said, reaching out my fully opened hand. He seemed surprised. He smiled and said, "I'm sorry, I'm Jason."

I felt a shift.

I left Jason alone and went to walk my dog, Story. When I walked back into the garage, Jason was on the ladder. I took the opportunity to tell him that one of my dreams was to learn woodworking and maybe one day build a bookshelf. He smiled and made some small talk. I left him alone again to allow him to do his work.

Thirty minutes later, when I sensed he was getting close to finishing, I walked into the garage. Upon seeing me, Jason asked the following.

"Hey, about those lights. Do you have bulbs? I'll put them in for you."

"Sure," I said. I ran into the house and got the bulbs.

Jason not only put the bulbs in but also, before leaving, showed me a problem I didn't know I had and fixed it for me for no extra charge. Something that, left unattended, would have cost me thousands down the road.

I paid him, and we ended on a great note with him telling me to give him a call if I ever needed any more work done. I shook his hand at the end just like at the beginning and bid him a great day.

Have you ever had experiences where you weren't being treated fairly but you reacted with fairness and unwarranted grace? Kindness on purpose has a great purpose. People have hard lives. When you don't make it harder, they notice. Remember, the train that heads south can eventually head north if you properly manage its southern trip.

Be effective, even when you have been offended.