Recently, while visiting a client, he offered to have his driver take my rental car out and fill the gas tank so I could spend a few extra minutes with the customer. My client was also kind enough to pay for the gas; not realizing I needed the receipt to avoid Avis’ $13.99 gas charge for driving under 75 miles. Here’s the story of how Avis dealt with that missing receipt and how one manager ultimately retained me as a customer.
Unclear communications
Upon returning the car, I was met with unclear communication from the return agent in the lot. He was pleasant enough; but didn’t clearly explain the need to visit the counter to resolve the missing receipt. Once he saw I had driven under 75 miles, he asked for my gas receipt and then said if I didn’t have one, I’d need to pay the $13.99. I said, “Come on – really? Look at the gas gauge.” His reply was: “Oh well, there is a glitch with your return anyway so you will need to go inside.”
Once inside, I tried to explain the situation as patiently as possibly to the return agent who happened to have a chip on her shoulder. Basically, she had the attitude that I was going to listen to her point of view whether I wanted to or not. Here’s the deal folks: Business travelers at the end of a trip just want to get home. We really don’t want a lecture about Avis’ silly rules. So, I firmly but politely requested my receipt as it was and let her know I’d be calling the customer service center later. Yes, I walked away from the counter dissatisfied.
How to not run a call service center
While still at the airport, I called the 800 number where I got the runaround and was then transferred back to the airport location to speak to the woman with the chip on her shoulder. Um, really? You transferred me back to the person I want to complain about? Yes, by now, I am not thinking “Avis tries harder.”
The power of one person in the right place at the right time
The next morning, I called back the rental location and was almost immediately connected to the manager. He was sincere and apologetic and he resolved the issue while I was on the phone. One guy who cared and understood the importance of the customer and that customer’s happiness fixed what probably a half dozen other employees had messed up.
So, if the “we try harder” attitude that Martin showed me spreads, then Avis has a chance. The fact that he is in a management position gives me hope.
Interesting post Jim. Love this part – “The fact that he is in management gives me hope”. It’s too bad that this wasn’t the prevailing style of the front line staffer. I mean, isn’t that the goal? To somehow systematize the customer experience around the “we try harder” mantra? You’re right, there is hope if the manager of the outlet exemplifies it, but I wonder if he saw your problem as a fire to put out with a customer or a problem with his “system”.
That’s my takeaway from this post this morning. I’m going to try to look at problems with guests through this lens today. Thank you.
Joe,
Wow, great analysis. If he did view it as putting a fire out then no forward progress is made. If on the other hand, he views it as a teaching moment for his folks then a lot of forward progress could be made.
Thanks for chiming in,
Jim
Jim- Good story and I agree with Joe about Martin being the best part. The unfortunate piece for Avis is that most people would not have made that call the next day. They would have just switched rental companies and then if they are in social media they would spread the negativity. Those of us in the service world are like you we call with the ray of hope that someone (Martin) gets it right. Thanks for sharing.
Michael,
I was ready to switch and even tweeted about it the previous evening as I traveled home. What convinced me to call is I’d have wanted my customer to give me one more chance. So, you are right many people might have been done with it there further illustrating the importance of always providing best in class customer service.
Jim
I love the “The power of one person in the right place at the right time” line. I think that’s really applicable to a lot of big companies and their customer service. Ultimately, sometimes the company doesn’t care, but sometimes the employees do.
Hmmm, you have me thinking that at the end of the day it’s always people that care. All a company can do is create an environment that makes it easier for employees to solve the problems and show that they care by empowering them. By the time I was dealing with the manager he didn’t have to ask for anyone’s approval to solve my problem.
I think that’s a great way to put it.
I have been a customer of Avis for many years. When I use to be Road Warrior Avis had various levels of Preferred service. I reach the highest for a few year sin a row then they moved to the Avis First which had everyone in one tier. After many years of always reaching Avis frequent renter level to qualify for an upgrade I ran into the problem in 2009 that I hardly rented since I was not traveling any more. In 2010 when I rented my first vehicle I lost all the privileges I had gained for years.
This made me realize that my loyalty towards Avis was not the same from them to me.
Now I rent from Avis only when it is less expensive. In September I was heading back and when I returned my car I ran into the same issue they wanted to charge me $80 for less than 1/2 of tank.
After a heated argument they brought down to $48 which sounded like a deal (yeah right).
I think that Avis Makes it Harder with those silly rules you mentioned.
Refueling rules are a bit nuts with all the rental companies. As I sit and read Business Striped Bare by Richard Branson I am reminded that this is one of the things he would do differently at Virgin Cars – there is a lesson in that for all of us. Find that stuff that annoys your customers and find ways to stop annoying them!
Customer service can make all the difference in lasting impressions. Even an unpleasant customer service experienced can be erased by a solid effort as you’ve pointed out.
Big companies can’t afford to fall short on training all of their employees the importance of a helpful attitude, a big smile and appreciative demeanor… it can dramatically effect their bottom line.
All of that matters but they also have to be empowered to fix most customer problems without supervisory approval. The customer service experiences that stand out for me are the ones that are solved in on phone call. Recent examples for me are SprintPCS and Rackspace hosting.
What is Avis trying to say in it’s newest commercial with the guys in the break room talking…?
Have not seen the commercial. I wonder if it’s on youtube somewhere?