My Gas Station Roots And the Impact Today

It is an era that is “gone with the wind”, but its impact will live with me forever.  In retrospect, it seems like such a simple event to have such a lasting impact, but working in a customer service environment, as I did in my father’s and grandfather’s old fashion gas station, helped form the foundation for my style of interpersonal behavior in the workplace.

My thoughts on this sparked to my mind today after receiving a series of 1920’s gas station photos from an associate of mine named Stephen Mitchell, who is an independent film maker in Los Angeles.  Picture in your mind a gas station totally the opposite of today’s ubiquitous “self-serve” islands. . .  a place where attendants scurry to your car upon arrival to fill your tank with your choice of gas, wash all of your windows, check your oil level and other fluids, and bring you the day’s newspaper.  It is a place known as the social center of town, where local residents gather to discuss the weather, politics, school happenings, and even a touch of gossip.

Such was the life for me in my late teens when I started working for my father in the Conoco gas station that was founded by my grandfather in the 1920’s.  The experiences I learned on that job of serving customers and balancing the expectations of a thriving business remain with me today and guide how I manage others.  My father always said, “Everyone should have the chance to serve the public in a work environment, and then they would be infinitely more patient.”  I’ve always remembered that philosophical gem, and throughout my career, I’ve reflected on the value of providing supreme customer service in all my ventures.

Without a doubt, I was influenced by growing up in a small community where virtually everyone knew everyone else, and this was certainly a motivator to make sure I was on my best behavior at the gas station.  At times, it was critically tested, especially when the elderly matriarchs of the town would descend upon the gas station at the same time, and expect prompt and quality attention to their automobile needs.  That’s definitely a high level of pressure, even for a teenager, but I learned to be efficient, cordial, and thorough to keep them all satisfied.

The stories are almost endless of dealing with customers in that gas station, and the result was always the same.  They wanted to be served and pampered, and that’s what they were really seeking.  I learned the value of keeping it all in balance, but in all cases I learned the value of customer service and how to apply that to the “customers” I would encounter for the remainder of my life.

In today’s world, there are plenty of venues in which to gain an appreciation for providing supreme customer service.  For me, experiencing it in a bygone era has made it endure and grow in a way that will always be of great value.