David Tinney, on Alamo rental cars
My wife is in southern California this week, a kind of business trip, sort of. I arranged a rental car for her, Alamo had the best rate for a full size car.
Last night, she said the security alarm began going off every few minutes. She called Alamo and explained the problem and asked if they could exchange the car because this was malfunctioning.
Their reply: "No, the car runs...its not our problem."
This continues for awhile and its beginning to get late in the evening. She is concerned the alarm ringing will disturb the neighbors (well, yeah!). Another phone call to Alamo. Same response...no help. She calls me and informs me she taking her things out of the car and leaving it unlocked. That stops the alarm ringing. I'm sure the neighbors will appreciate it, too.
I suggested she contact Alamo during daylight hours and she'll probably get someone in management that cares.
She calls me today. Alamo was polite and exchanged the car for one that doesn't have a faulty alarm system. They also take a couple days off the rental price for her troubles. She's happy.
Why couldn't the night help do that?
Answer: He didn't give a rip because he's there to just collect a paycheck. I hope she gave the nice manager the name of the jerk who wouldn't help her. Maybe he'll get a couple days off too, without pay!
(When problems arise with your customers, don't try to dodge them or piss them off in general. It's your opportunity to shine like a star on a clear, dark night. Take care of your customers problems, they'll love you for it!)
Last night, she said the security alarm began going off every few minutes. She called Alamo and explained the problem and asked if they could exchange the car because this was malfunctioning.
Their reply: "No, the car runs...its not our problem."
This continues for awhile and its beginning to get late in the evening. She is concerned the alarm ringing will disturb the neighbors (well, yeah!). Another phone call to Alamo. Same response...no help. She calls me and informs me she taking her things out of the car and leaving it unlocked. That stops the alarm ringing. I'm sure the neighbors will appreciate it, too.
I suggested she contact Alamo during daylight hours and she'll probably get someone in management that cares.
She calls me today. Alamo was polite and exchanged the car for one that doesn't have a faulty alarm system. They also take a couple days off the rental price for her troubles. She's happy.
Why couldn't the night help do that?
Answer: He didn't give a rip because he's there to just collect a paycheck. I hope she gave the nice manager the name of the jerk who wouldn't help her. Maybe he'll get a couple days off too, without pay!
(When problems arise with your customers, don't try to dodge them or piss them off in general. It's your opportunity to shine like a star on a clear, dark night. Take care of your customers problems, they'll love you for it!)
posted by David Tinney at 8:54 PM
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