Edna Encio: Your friendly video rental expert

 Ask for a newly released film or an old movie and chances are Edna Espinosa Encio can instantly tell you whether they have it at Hollywood Video rental store.

“Name it and I could point out where it is, if it’s available or currently rented out. I think it comes with the territory, having been doing this for several years now,” Encio said in an interview at the store’s main branch in As Lito.

A native of Candelaria, Zambales, Encio has been a Hollywood Video staffer since 1994, her first job on Saipan and, with a bit of luck, her last as well.

Besides renting out movies, Hollywood Video also offers console rentals, sells console gaming units, blank DVDs and CDs, as well as disc care repair.

“I’ve been with Hollywood Video from the time they opened their first location in Kagman, which was then transferred to As Lito,” recounted Encio, who has been assigned in all of Hollywood Video’s locations: As Lito, Garapan, Chalan Laulau, and Kagman.

Seventeen years and four store locations later, Encio continues to rent out a movie collection that has already reached thousands in number, more often than not alternating between the As Lito and Kagman branches.

“All staff helps in arranging the DVD casings displayed by genre and the actual discs by number,” she said.

Love and family at a rental store

Encio, who studied Commerce at Adamson University, said she has been visiting Saipan as a tourist as far back as 1989. She submitted a resume to Hollywood Video and was eventually hired.

The bashful Encio revealed that it was Hollywood Video that helped her build a family. In fact, Encio’s husband Gerry also worked at Hollywood Video for several years before transferring to a different employer.

“My boss was understanding enough to allow me and my husband to bring our daughter Chelsea to work so we can care for her while we were on duty. She was in a baby carrier beside us while we attend to our customers,” Encio reminisced with a smile.

When pregnant with her only child, Encio said she watched many children’s movies. As Chelsea was growing up, Encio said she was also able to let her daughter watch cartoon characters like Barney and animated films like Toy Story.

But Encio’s family isn’t confined to her husband and daughter. Her co-workers became her extended family. “My co-workers and I became close and we’re like one big family,” she said.

Even patrons treat her like a family member or a friend, too. “Nearly all our customers are nice and friendly. They would greet me even if they see me in places other than work. Some of them do the extra mile and make me feel like I’m part of their family.”

Service with a smile

Encio highlights three important qualities for someone to do well when working at a video rental place.

“You have to have patience and you should know how to take care of your customers. You should learn how to smile even to annoying customers. But there are hardly any,” said Encio.

Encio said her busiest times are after-school and after-office hours, when customers would arrive in droves to return DVDs or games. She noted that holidays are more eventful since people want to watch movies when they don’t have work to do.

When there’s hardly any activity at the store, Encio keeps herself occupied by calling customers and reminding them about due dates. She also usually receives a lot of calls on Fridays when they make new films available to clients.

Encio loves it when customers appreciate her recommended movies. “Through the years, I’ve learned what my regular customers want. It feels good knowing that they’re pleased about it.”

Encio enjoys the advantage of her job, which is being among the first few to see newly released movies.

“That’s important so we can make informed recommendations to customers,” said Encio, whose favorite movies include Blue Lagoon, The Tourist, Soul Surfer, and Hanna.

Encio added that it helps to have a great boss as well. “We have a boss who’s nice and treats us kindly. I’m very thankful to him for this job. God has been good to me and my family.”