Give Them Hope

I recently had a customer who forgot an item in our rental car. The car had already been re-rented so we couldn’t check the car again. Of course we clean and check the cars as much as possible, but we miss things sometimes.

When the customer called asking about his item, he got the impression that there was no hope in finding it for him. He thought we couldn’t track cars at all and didn’t bother checking for items upon return. It’s unfortunate he felt the way he did, since we try our best to recover any personal effects in our rentals . We resolved the situation with him by finding his item and printing out a certificate for future use.

The moral of the story is that if we didn’t resolve the issue, negative word of mouth advertising would’ve spread. He wasn’t happy with how we initially handled ourselves in this position, which would’ve resulted in him telling people not to use Hertz. It’s also a reminder to tell people you’ll do absolutely everything possible to serve them.

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