Seven years ago Martin Rancourt came out of a very brief retirement to buy Location de Beauce in beautiful Saint-Georges, Que. On his first day in the store, he looked around and said “What have I done?” He needed a starting point to transform a 40-year-old rental operation, so he turned to the Lean management principles he’d learned in his manufacturing career. Gathering his staff for a Kaizan session, he asked what the greatest enemies of good rental service are. Two answers came back: dust and rust. Tune in to this episode of CounterTalks to find out what his staff meant and how Rancourt used these concepts, among others, to triple his business, widen his profit margins and open a second location.