Enterprise may pick you up, but Hertz takes you back

by Barry Moltz on May 10, 2010

I rent cars at airports a lot. One of the things I hate is having to arrive back to the airport early, check the car in and take the shuttle van back to the airport terminal. It always seems to take longer than I thought since there is waiting for the van and then stopping at each of the terminals until my stop comes up.

It seems that the innovative people at Hertz have a great customer service solution to this. Years ago, they made picking up the car very easy by having cars ready for frequent renters and then computerized hand held check ins upon your return.

Now, they have added something new. Yesterday, while returning a car at Boston’s Logan airport, I pulled into the car return to check the vehicle in. We proceeded to take our luggage out of the car to catch the van. The Hertz rep that checked us in then asked me a question that I never thought I would hear:

Would you like me to take you in your rental car directly to your terminal so you do not need to unload the car and catch the van?”

Wow, I could not whip out a tip fast enough when heĀ dropped us off at the American Gate. I was delighted!

Thank you Hertz for this great customer service innovation. Enterprise may pick you up, but Hertz takes you back!

{ 4 comments… read them below or add one }

CV Harquail May 10, 2010 at 5:07 pm

I really appreciate the way that Starbucker distills down the advice to the basics of what matters- and what works.

My personal fave is his idea of “Full Spectrum Management”. Too many people try to find their management ‘style’ without realizing that how you manage must adjust to the specifics of the situation and the person(s).

Plus, Full Spectrum makes me think — yeah, I’ve got a LOT of tools!

Thanks for the summary!

Barry Moltz May 10, 2010 at 5:11 pm

Agreed- the Full Spectrum style is tough!

Mike Maddaloni - @thehotiron May 11, 2010 at 11:11 am

Do you know if this is just for #1 Club Gold or anyone?

mp/m

Barry Moltz May 11, 2010 at 11:52 am

I don’t know…I could not find any details on their web site

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