| I wanted to make a three-day car reservation for a | | | | of 'one airline, one coupon, one car, no |
| visit to San Francisco.I called Hertz Rent-a-Car, where | | | | exceptions'.But somewhere close to this customer's |
| I am a member of the 'Hertz Number One Club' for | | | | heart lies frustration, inconvenience and incredible |
| frequent travelers. I planned to use an award coupon | | | | disbelief.I'm not the type of customer who gives up |
| for one free-day rental from American Airlines and | | | | in these situations. When my first 'one-day' |
| additional award coupons for two more free days | | | | reservation began, I had a long chat with the most |
| from United Airlines.The telephone reservations | | | | senior Hertz rental manager I could find. He let me |
| officer provided impeccable service. She greeted me | | | | keep the same car for all three days.Someone at |
| pleasantly, acknowledged me as a member of the | | | | Hertz Rent-A-Car was listening. |
| Hertz Number One Club, confirmed my dates, flights, | | | | Key Learning Point |
| pick-up location and choice of automobile.Then she | | | | |
| asked me what time I would be returning the car | | | | ----- |
| after the first day of rental. 'I want the car for all | | | | |
| three days,' I replied.'You can't keep the same car for | | | | Elementary logic and practical customer care are the |
| all three days,' she asserted. 'After the first day you | | | | best rules to use in many situations. At Nordstroms |
| have to bring the car back and pick up a different | | | | clothing store, famous for excellent service, they |
| car for the next two days. The first day is paid for | | | | simply tell the staff: `The rule is to use your common |
| with your American Airlines coupon, but the next two | | | | sense. There are no other rules.' |
| days are paid for with your United coupons.''So | | | | Action Steps |
| what's the difference?', I responded. 'I am the same | | | | |
| person, with the same Hertz Number One Club | | | | ----- |
| member. I am the rightful owner of both the award | | | | |
| coupons, and I want a Hertz automobile for three | | | | If your rules and regulations don't make sense to |
| consecutive days. Surely you will let me keep the | | | | your customers, they need to be rewritten. If you |
| same car, so I don't have to come back to the | | | | can see logic where your customers cannot, it's not |
| airport in the middle of my Bay Area vacation.''That's | | | | your customers' sight that needs refocusing.Ron |
| not the way our system works here, Mr. Kaufman,' | | | | Kaufman is an internationally acclaimed educator and |
| she replied.'But it should work that way, don't you | | | | motivator for partnerships and quality customer |
| agree?', I asked, appealing to her sense of | | | | service. He is author of the bestselling "UP Your |
| elementary logic, simple concern and practical | | | | Service!" and founder of "UP Your Service College". |
| customer care.'I don't make the rules here, Mr. | | | | Visit for more such Customer Service articles, |
| Kaufman. I just follow them. What time will you be | | | | subscribe to his Newsletter, or to buy his bestselling |
| returning the car after the first day?'Somewhere | | | | Books, Videos, Audio CDs on Customer Service from |
| within the heart of Hertz, a group of senior | | | | his secure Online Store. |
| rule-makers live comfortably with their precise policy | | | | |