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