A department store owner was faced with numerous complaints about how slow the store elevators were. There were always five, and sometimes more, customers standing impatiently in the elevator hallway. It seemed like half of them were taking the elevators and the other half were always complaining. This occurred on a daily basis and reached a crescendo at the holiday season. Desperate to find a solution, he contacted one of the larger manufacturers and requested an in-store evaluation and quote on the cost of new, computerized elevators. His astonishment turned to frank depression when he saw the six-figure estimate for the least expensive solution.
Taking refuge in the 19th hole at the local country club, he surrounded himself with friends in an attempt to, at the least, feel good about himself as he sensed the warmth of the camaraderie. As he bemoaned his plight, the town Cadillac dealer, an Ernest Hemmingway look-alike, allowed as how he could fix the problem for (quote) a whole lot less than six figures.
"In fact,” he said, “give me a set of keys to your store and I'll have my guys fix the problem by Monday morning. You don't even have to pay me if my solution doesn't work. Don't even ask, just let me have the store over the weekend. Now let's talk about something else.” Keys changed hands. The store owner was relieved and accepted the condition that he not enter his own premises until Monday opening and the conversation turned to the pesky 7th fairway dog-leg.
On Monday, all thoughts of the elevators having slipped his mind for most of the day, the owner was startled to see that it was 3:15 in the afternoon and he had not had one elevator-related complaint. He practically dashed out to the elevator hallway and, when he rounded the corner, stopped in amazement. There were ten customers standing in front of the elevator doors, but no one seemed impatient or irritated. Then he saw why. The three elevator doors on each floor were flanked by 8-foot high, 3-foot wide mirrors … six mirrors per floor … into which the customers could gaze, admire themselves, straighten a tie, adjust a hem, smooth down their hair … in short, do everything but complain. That was three years ago and he has not considered an elevator upgrade since.
