A few days ago, Amazon delivered four new tires for our twenty-year-old Ford Explorer. I consulted with our neighbor Brett - who knows everything about fixing, rebuilding and caring for cars - as to where he would recommend I go to get them installed. I called the shop he recommended and this is how the conversation went:
“Hello, Tire Shop,Gail speaking”
“Good afternoon, I’ve four new tires that need to be installed, can you do that?”
“Well Darling, that is what we do for a living!” What size are the tires?”
“They are 255x70xR16” (I was prepared for that question and had it all written down.)
“Well Sugar, we charge $25 per tire, plus tax so you’ll be walking out of here about $110 lighter.”
“Can you also do an oil change as long as I’m there?”
“Here’s the thing Sweetheart, we change more than those big stores since we don’t have bulk oil, so it will cost you more. Now Love, if you want to bring in your own oil that would be okay with me.”
“No Ma'am, I’ll just use your oil. When is a good time to bring it in?”
“Sweetie, you bring it in any old time you want but we’ll be closed on Friday and Saturday so tomorrow is the only time if you need it done soon.“
“Okay, how about 12:30 tomorrow afternoon?”
“I’ll be here Sugar, just waiting on you. See you then, Love”
I could not wait to meet Gail. On the phone she sounded like an older person but certainly quick on the uptake. I had to take Cindy to the airport in the morning and then I came home and loaded the tires into the car and headed for the store. This is a very old building that must have been a gas station and not much has been done to modernize it. Just two bays, both of which had huge trucks in them, and where the gas pumps used to be there were racks of tires.
I entered the office and it was like stepping back in time. Old calendars, old pictures of cars and tires, old, very old furniture which consisted of two easy chairs and two desks pushed together in the corner by the big plate glass window. I could hear Gail before seeing her; she was in the back room with one of the workers who soon came out with two tires, and there appeared Gail rolling two more tires. “With you in a minute Sugar, just as soon I get these tires out there.”
Gail was perhaps mid fifties, give or take five years either way. She was about five foot three and perhaps 180 to 200. She was wearing a caftan that had pictures of the Eiffel Tower interspersed with the word Paris. She came back in the room and quickly dispatched the two other customers there who were waiting to pay, while at the same time asking about their family members (by name) and how the business was going and “oh my, this heat is just about ready to melt me.” They responded and it was obvious these folks had known each other a long time.
When they were gone she directed me to the chair in front of the desk and said, “Hey Sweetheart, I remember you calling and you need an oil change too, that right?”
I told her it was and asked where to bring the car. She told me and I brought it to one of the bays, where she guided me close to the bay but not into it since there was still a truck there. Back in the office she asked me what year the car was and what size engine so she could order an oil filter. I told her it was a 1998 and it was a six cylinder engine. She looked up at me quite expecting me to continue, but my knowledge of cars and engines had been depleted. “Honey, I need to know the engine size, how many liters?” When I just looked dazed she said, “Love, let’s just go out there and take a look.” I knew right then that I was perhaps the only person who she had ever interacted with who didn’t know how big his engine was.
Out we went and she had me pop the hood and she knew right where to look and yelled to her husband, “Jim, it’s four liters” and then we headed back to the office. She called an auto supply company, ordered the filter, and went back to her paperwork while telling me to just relax and read some of the papers or magazines on the desk, which I did in silence.
Fifteen minutes later, a woman came in, handed Gail the oil filter and an invoice, which Gail signed without looking, gave it back, asked the girl about how her mama was feeling and that was that. I commented that that was pretty fast service and that opened the gates. I learned what happens if they are slow and the customer is in a hurry and she went on and on and I smiled and nodded in agreement. Well, she must have enjoyed talking to me because her husband came in and said I needed new valves for the tires; she looked at me and I nodded and the husband left to install the valves. She said, “Hon, those are normally two dollars each but you’ve been waiting a bit so I’ll only charge you one dollar.”
I asked her where she was going for the long weekend and she said they were going up to Wheeling just to look around and relax, leaving that very afternoon so as to have more time for relaxing. I asked her if she had purchased the caftan in Paris and she looked at me and laughed and said, “Sweetheart, if I ever went to Paris I’d be as confused as a cat with twelve kittens,” which made us both laugh.
All too soon my time with Gail was over. She wrote out the invoice, added all the numbers in her head - which is amazing in this day and age and something I’ve not seen since living in Germany - and she said if anything goes wrong just come on back and we’ll make it right. I told her to have a lovely vacation and I was off. As I was walking to the car Jim called me over to the pile of my old tires. “Take a look at these,” as he pointed to several bare patches, “Just wanted you to know that you didn’t buy something you didn’t need!”
Cindy and I have often commented on how civil everyone is in Charles Town. You’ll be going into a 7/11 and a bearded, shirtless, tattooed guy will be coming out and he’ll greet you and hold the door and wish you a pleasant day. I am always addressed as sir and Cindy as ma’am, and courtesy is always front and center. We sometimes complain about living in a small town, but it certainly has its advantages.
Hope your weekend was as good as I'm sure Gail and Jim’s was. Cindy and William