Thrifty Not So Swifty

by Barry Moltz on September 3, 2011

Sometimes the easiest customer service requests are made difficult by company employees following a printed policy.

Exhibit A…Thrifty Rental Car

My sister rented a car in Chicago to drive to our beach house in Michigan.  When she arrived, she realized she had left her computer at the Thrifty check in desk in Chicago.  She called their 800 number to confirm it was there.  It took 6 hours of disconnected calls, bad transfers and voice mails to finally reach the Chicago manager’s cell phone.  Once she was able to talk to him (call out to Johnny Alexander and Adam Ahmed), the issue was resolved in 15 minutes and my sister could breath easier knowing her computer was safe.

What made matters worse, Thrifty knew she had left the computer. They had her contact information from renting the car.  Her ID was also on the outside of her  case.  Why didn’t Thrifty provide great service and call her?  Good question.

Don’t let your company’s policy of not sharing contact information for your staff get in the way of great service.  Think through the needs of each customer and make decisions based on making them satisfied!

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