Earlier this morning, I proved once again that customer service is more important than nearly any aspect of your business. If as a business owner, a manager, etc, I do not consider this a top priority, it will fail. Not to mention the fact that every single last person you hire, from corporate down and whether they're on the clock or not, is a representative, a face of your company and what it stands for. Everything comes back to the customer service you provide - how you appear to people, how you act towards people, how you treat people and what you do to keep them coming back.
Earlier this morning, I was refunded my $200 after the incident you'll read about below. To Elizabeth, the customer service rep who emailed me from Twitter, kudos on a job well done in keeping the line of communication open and following through. To Vivian Butcher, the manager of the Alamo branch located at the Port Columbus International Airport, a couple of things: No, I shouldn't have to call anyone more than once to get a call back but because technology is so magical sometimes, I understand you did not receive the message. But above all, thank you for calling me back, fixing the issue and apologizing profusely on any miscommunication so as to try and retain me as a possible customer.
I can honestly say that I don't know whether or not I'll ever rent from Alamo or any of Enterprise's subsidiaries again but one thing's for sure - Redemption is sweet (and I mean that for both parties).
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On May 21, 2010, a few friends and I flew to Columbus, Ohio for the annual Rock On The Range music festival. Other than the awesome insanity that you can expect at a festival like this, our trip to ROTR was a 5-year bucket list item waiting to be checked off. So we bought our plane tickets, packed our bags and headed out west!
In planning the trip, we also had to book a rental car. Since I own a timeshare, which works with points, I figured that since I'd already paid for them I might as well use them. What ensued and resulted was one of the worst cases of customer service and business I've ever confronted.
Below, you'll see the letter I wrote and sent to the entire executive staff of Enterprise Holdings (they own Enterprise Rent-A-Car, Alamo, National and WeCar).
Yes, this is partially a "bitch-fest" but it's also to make a point - You screw your customers over, they will talk. And talk and talk and talk and talk. They will tell everyone they know and they will make sure people know to never do business with you. Having worked in customer service and relations/marketing/PR/community management since I was 14, I know what it means to "give the people what they want". I know that LISTENING AND DELIVERING produces more respect than almost anything else. Not to mention taking the blame and admitting you were wrong.
Take a page from Ann Taylor's book. Their customer service is top-notch and, by far, some of the best in the industry.
So, Enterprise, listen and deliver or be prepared to have your customers eat you alive. Mmmm...Tasty!
- Posted By Samantha Vega
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