When I was traveling to Seattle last week, I forgot to make a rental car reservation. I looked up availability on Orbitz and found a company called Advantage Rent A Car that had low rates. I am always somewhat wary of using third tier rental car companies since I have had such bad experiences with companies like Fox Rent A Car while I was in Phoenix. But, I found out they were owned by Hertz, so how bad could this be?
I arrived at “rental row” and it was late. The counter was closed but there was a sign to catch the rental bus. I stepped out on the curb and a few minutes later, the Advantage Rent A Car bus came by. The driver greeted me warmly and took me to the location about 5 minutes away. The rental agent at the counter was friendly, funny and even quietly sold me on an upgrade. We even got into why I was in Seattle (speaking at a conference). She did not spend a lot of time selling me insurance I did not need or a tank of gas I would never use.
Amazingly, when I returned the car she remembered me and asked me how my speech went! Now that’s BAM! Good Customer Service. Again, this breaks the myth that we only care about low price. We want low price and great service!