This one hit home for me because I had to learn that every customer—and every relationship—is different.
I met an 87-year-old woman named Ms. Pat after she had been overcharged at a U-Haul. I offered to help her move for free, fixed the issues she was having with her phone, and while we were moving her belongings, I ordered DoorDash for her grandchildren so they could eat.
Over time, she started calling me whenever she had a question. Sometimes it was early in the morning, sometimes late in the evening. At first it felt a little invasive, but then I realized that for someone her age, reliability means everything. When people know you’ll answer, show up, and genuinely care, trust grows much faster than any marketing campaign can build it.
That experience also taught me the importance of healthy boundaries. I still make time for my kids, family, fishing trips, and community events because those moments recharge me and remind me why I work so hard in the first place. The business is important, but the relationships we build—both at work and at home—are what make it all worthwhile.
My biggest takeaway is this: be available enough to build trust, but intentional enough to protect the people who matter most. Finding that balance is something I’m still learning every day.
