Above and Beyond Forklift Rental Service (Even Without a Sale)

When Floats and Fuel Cells, Inc. (FFC) needed a hard-to-find forklift for a one-day job involving delicate equipment, they turned to The Lilly Company. While the exact forklift was not available, what they received instead left a lasting impression: exceptional service, even without a sale.

A Unique Forklift Rental Challenge with a Tight Deadline

This was not your typical rental. FFC had an urgent, one-day project that required a specific type of forklift to handle a sensitive and unique product. Mike Cottam, controller at FFC, visited The Lilly Company’s Memphis branch hoping to find the right equipment. Unfortunately, it was not available that day.

But the story did not end there.

Going Above and Beyond

After the visit, Kristen Lemaster, a rental coordinator at The Lilly Company, continued working to find a solution. She did not stop simply because the forklift was unavailable or because the rental might go to another provider. Her focus remained on helping the customer.

To Mike’s surprise, he later heard from Kristen, who had continued searching and believed she had found a possible alternative. That extra effort stood out and made a lasting impression.

Although FFC ultimately rented equipment from another source, the follow-up from Kristen made all the difference.

The Value of True Customer Service

Mike later shared how much that effort meant to him. Even though there was no transaction, Kristen’s commitment left a strong impression.

He stated in his message:

“I ask myself this question: How much could The Lilly Company benefit from a one-day rental? I can only speculate it would not be an amount of any significance to your bottom line and probably not considered a deal worth chasing. But that was of no concern to Kristen. You just proved to me that you were out to take care of us.”

He continued:

“Thank you so much for working hard to meet our needs. Although we were not able to do business this time, you can bet your bottom dollar that any time we feel The Lilly Company can accommodate our needs, that is the direction we will look.”

Why Service Still Matters

At The Lilly Company, we believe service means doing the right thing, even when there is no sale. It is about listening, following through, and earning trust with every customer.

Kristen’s actions reflect the values our team brings to each customer interaction. No matter the size or length of the project, every customer deserves the same level of care and attention, even when a sale is not part of the outcome.

Need a Forklift Rental Partner You Can Count On?

Whether you are planning ahead or facing an urgent situation, the right partner can make all the difference. At The Lilly Company, we help businesses find forklift rentals and material handling solutions that fit their operations.

If you would like to connect with one of our experienced solutions experts, reach out online or stop by one of our locations below.

Arkansas - Jonesboro
Alabama - Dothan, Irondale, Mobile, and Montgomery
Georgia - Atlanta
Mississippi - Richland and Tupelo
Tennessee - Jackson and Memphis

Further Reading
We Rent It All, Even Heavy-Duty, High-Capacity Forklifts
Stop Shopping Around! Single Solution Providers Save You Time and Money
Buying vs. Leasing a Forklift – What You Need To Know