I was cleaning a carpet for one of my regular customers. Just as I was finishing, the owner Gary, stopped by to say Hello.

Gary: Hi Joe. I see you found the key.
Joe: Yep. Hi. Gary. Your carpet cleaned up good, huh?
Gary: Yep. It looks great, as usual. Say, do you think you could fix these stairs while you're here? Look here, they're coming loose.
Joe: Yep sure enough. I saw it. It looks like they weren't installed correctly. They should have been bull-nosed.
Gary: Yeah I know. Remember, the carpet store where I got you from? They're the ones who did this job.
Joe: Yeah, I remember. I've already been here once to do some repair work for you up stairs, right? That was a couple of years ago, right?
Gary: Yep. That's right It was right after they had installed it. You had to detail the edges.
Joe: Yeah. I remember.

Gary: So, how about these stairs? I wanted the French wrap but they gave me the Waterfall. This is not what I wanted. See? They're not even tight. I was using that store for all my carpets but lately, they've started doing bad work, so I stopped using them. I just bought carpet for my other rental on 57th. But I bought it from … (he named the Super store).

Joe: Ohhhh no. (I cringed - just sure he'd say their work was even worse than the retailer's - but Gary blew me away!)

Gary: ...and they did a fabulous job!
Joe: What? Really? No way! Are you kidding me?
Gary: No, just absolutely fabulous!
Joe: Wow. I don't hear that very often. Maybe you should write them a thank you letter.
Gary: I did!
Joe: Wow, that's unbelievable. They must've been on 'good behavior.'

Gary chuckled.

Joe: They used the power stretcher?
Gary: Yes, they did. And they did several other things to make sure I was satisfied.
Joe: Wow. That's awesome. Guess I have to eat crow cuz I'm always telling people to watch out for the big stores. I guess they can do a good job when they want to.
Gary: Yep. The difference is, I knew what to look for this time.  I was on-guard from all the screw-ups of the last store.
Joe: You were there?
Gary: Yep.  I was here and I watched.  I wasn't gonna let it happen again. You know what?  They seemed to like it that I worked with them. Whatever. I got it done the way I wanted it.  They even did some detail work for me - for free.
Joe: No way! Really?
Gary: Yep, they were fabulous.

Joe: You just said the magic words Gary. You said, “I was there” and “I talked to the guys doing the work?”

Gary: Yep. I knew that if I had just talked to the salesman, they wouldn't have told the installers what I wanted and I would have gotten a bad job. I probably would have ended up with the stairs looking like this, huh?
Joe: Yep. Wow, I'm glad for you Gary. So, who are you gonna call next time? Well, I'll call that same store back. I just hope I get the same guys.
Joe: You won't. Trust me. It was either a new crew or they'd just gotten in trouble.  But at least you know the secrets: be there, and talk to the installers.
Gary: Yep.  So… can you fix these stairs?

Joe: Well, I'll try but the thing is, you're right; they should've been bull-nosed.
Gary: Yeah, I know.
Joe: You mean you were here… and you let this happen?
Gary: Well, I was here but I was ...uhhhh outside...  painting while they we're here. But I learned my lesson Joe. I believe you...  You can't just talk to the salesman. You can't just assume it will get done right, huh?
Joe: That's right buddy. I've seen it a thousand times. You might as well have been out golfing.
Gary: Well I was here! They should've asked me which way I wanted it; but they didn't… I think they were in a hurry.
Joe: Exactly. It's easier to do waterfall and if you're not there to insist, well…
Gary: Yep. So can you fix these stairs for me Joe?
Joe: Well, no I can't. And nobody else can either. There's just not enough material to do it right. All I can do is staple it here and there but it's still gonna like crap. We could redo all the stairs if you have enough material?
Gary: No, that's not an option. All I have is a few scarps, so just do the best you can.
Joe: OK.

Summary:  Gary's one of those 'nice guy' landlords who's learned everything the hard way. He's not a handyman; but he's learning fast how to deal with service people. 
- He's learned not to discuss installation details with a salesman.
- He's learned that average installers will take short cuts if you let them.
- He's learned to be there and work with the installers.
- He's learned to watch and to make sure he gets it done his way.
- And he was surprised to learn that skilled installers don't mind you looking over their shoulder.

Gary didn't need to show up while I was there cleaning. He knows I do good work. He'd even told me where the key was hidden plus it was a cold, rainy, Saturday morning. But still, Gary showed up. It didn't surprise me - after all he'd been through. I bet he'll always make it a point to be there.   He's learned to inspect the work before you pay them. That's fair. 

What did surprise me was that he'd apparently learned another valuable lesson:  When you're the repeat customer of a service company where the owner does the work, you not only get the best workmanship, but you get to ask questions and you know you'll get honest answers. Plus, you get to ask for 'free stuff.'  And so it was with Gary. He didn't hesitate to ask me to fix his stairs. He knew I would do it for him since he was one of my loyal customers. I did the best I could.  And I did it for free.