How many commercial landlords incorrectly consider themselves tobe in the real estate business? How many real estate brokersassume they're in the business of leasing or sellingproperties? They're all wrong! From a customer serviceperspective, both parts of the commercial real estate industrycould take direction from the car rental business!

Recently, I flew to Oklahoma on business. Prior to myflight, I arranged for a rental car to be available. Since Ihad combined two business trips into one, I flew in from anothercity that required indirect flights. So, after traveling allday long, when I finally landed late that night, the last thing Iwanted was anything more that would keep me from getting somesleep.

As I got off the place, I walked through the terminal andarrived at the car rental area. When I approached the carrental counter, I found a young man sitting behind the desk quietlywith a smile on his face. It was almost midnight, so the carrental area, and the airport itself, were both pretty quiet. I dropped my bags and said: "I'm Andrew Zezas...I believe you havea car waiting for me?" The smiley service representativestood up, said: "Good evening, Mr. Zezas. Your car is ready!" He proceeded to give me very precise directions to the elevatorthat would take me to my car. I picked up my bags, followedhis directions, and when the elevators opened, I stepped off andsaw the their booth just a few step in front of me. I walkedup to the booth and opened my mouth to speak, when the attendantsaid: "You must be Mr. Zezas! Your car is right here." 13 feet away from where I was standing was a just cleaned sparklingsedan with the engine idling, ready to take me to my hotel. The attendant handed me my paperwork, and in what seemed likelittle more than 30 second, my bags were in the trunk, I met upwith my colleague, and we were driving out of the airport. How cool was that? Sleep was only a short drive away!