For several years I’ve been with a “not-to-be-mentioned” car rental service. I can easily up to 10 K in rental service each month. After a long series of little frustrations over the last year or so, I finally had a very disappointing experience with not having a toll device for my vehicle while in Washington D.C.–despite requesting it several times. The outcome was that I decided it was time to look for another rental car company. I chose Avis.
For the first 3-4 rentals my experience was pleasant, but nothing outstanding. And for those who spend time with this web site, outstanding is what it’s all about. Then came a situation out in Los Angeles. I was in meetings not far away from LAX, but those meetings ran long, and traffic was congested. I began to panic. My daughter’s high school graduation was the following morning. I could not miss that. But I jeopardized making that event if I didn’t catch my plane, and I was running dangerously late.
I pulled into the Avis lot at LAX to check in my car. There were several cars that had just pulled in, and it seemed like I would be waiting another 10 minutes to have someone take care of me. Again, I started to panic. I looked around me, and could see the gentlemen responsible for ushering cars into the lot. Nearly under my breath, I exclaimed, “I’m really concerned that I’m not going to make my flight.”
Over hearing me, he asked, “Are you running behind?”
“I am.”
“Come with me. I’ll get you there. I dragged my suitcase and followed him. We came upon one of the cars in the lot. He opened up the trunk and put my luggage inside. “Let’s use this car.”
We took off. In about 5 minutes I was at arrival for Delta’s terminal 3. To save time and cut through the long waits at departure, he dropped me off at arrival. I was in wonder and complete shock. He didn’t ask for management’s permission. He didn’t ask me why I was behind, or considered whose fault it was (mine). He just took action and got me there. Wow!
I was so delighted I took this selfie with him. I wish I could remember his name. He was awesome.
A month later I had to go to a last minute funeral in Phoenix. Because funerals are pretty certain events, I pre-paid for the Avis car–something I rarely do. Then there were problems with transferring in Atlanta due to storms (no one’s fault). The plane circled around and then finally ended up in Nashville to refuel and return to Atlanta. The long and short of it is that I missed the funeral (yes I should have left sooner). So I decided to return back home to Orlando instead of continuing on to Phoenix.
The only problem was that I had pre-paid for that vehicle. I called Avis. I don’t recall if the individual had to touch base with their manager. But in a “one-time” situation, Avis reversed my charges. I was truly grateful. In both instances, Avis became the service hero.
This is not a commercial for Avis. They may not need commercials. I think they have people like me being their advocate. When you provide that kind of service, you get the kind of customer loyalty that turns into advocacy. And that’s how you sustain a long-term business. In the few months since, they have more than gotten my share of business.
For your organization, consider the following:
- How do you encourage your employees to be the service hero?
- How are you the service hero, even when it’s not your organization’s fault?
- Do you empower your employees to take charge with helping out your customers, or do you require them to come back to you as a manager to get approval?
