You’ll Have to Call Corporate
Posted on Tuesday, December 9, 2008 by Frank RocheI travel a fair amount. Lately, I’ve been flying to O’Hare Airport, where I pick up a rental car from one of the nationally known brands. I’ve been a member of their loyalty program for over 10 years. The best part is where a customer can go directly to his car — the one he reserved online — and drive away. The car is ready and warmed up. Except for mine. Lots.
The last four times I ended up at this rental car company’s board where the names of their loyalty customers are posted along with their car number, my name isn’t on the board. So, I have to go inside and stand in line. And wait for a car. (Did I mention that I pay them $50 per year for this joy, whereas the smart people who don’t pay $50 also stand in line, just in another building?) I’d had it.
“The last four times I’ve been here, my car’s not listed. What’s the problem?” I said.
“We’re short on cars,” said the attendant.
“Seems like you must have some cars, because there are at least 100 names on that tote board. Just not mine. How could that be? What do I need to do to have my car listed? This is the fourth time.” I said.
“Nothing I can do about it,” said the attendant. “If you want it fixed you’ll have to call Corporate.”
Then my head exploded.
I stood there for a second. Gathered my thoughts. Counted to ten. And thought, “Yeah, I’m going to call Corporate, alright.” And if they don’t fix this on the spot I’m going to get my loyalty program fee back and then I’ll be calling another car rental company.
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HR Lesson of the Day: Empower your people. If you’re going to do training, train them on how to make snap decisions and stick with them. If you have a choice of training them on teamwork or operations, go with the latter every time. It’s about business. If you let them say “You’ll have to call Corporate,” you won’t be in a profitable business too much longer.
Charlie
Dec 9th, 2008
Yow.
If the agent at the rental office is your advocate, he/she should call corporate for you and get satisfaction for you. Anything short of that shows they don't care about their customers.
alexknowshtml
Dec 9th, 2008
My buddy Jake wrote a post with a similar tone related to an experience with his “favorite” airline. It came to the same conclusion, and is worth a read.
http://www.communityguy.com/1881/do-you-know-wh...
Ron Ulrici
Dec 9th, 2008
I was part of the Total Quality Movement awhile back that taught you how to treat customers. Too bad that American Industry treated TQM like another fad and now it's back to business as usual.
Breanne
Dec 9th, 2008
Ouch! Where has customer service gone these days? I can't wait to hear what corporate says!
Frank
Dec 9th, 2008
Thanks, Alex. Very good read…and scary. I am really put off with this…it bugs me enough to change companies. And although the troubles of one knucklehead isn't worth a hill of beans to that company, it still is bad because I know they're doing it to others.
Frank
Dec 9th, 2008
I'm gathering my thoughts on what I am going to say to them and figure out what I will consider satisfaction. I'll definitely let you know.
Frank
Dec 9th, 2008
Charlie…that would have been the answer. She really didn't care…and she was the same one I asked a week ago about the same problem. This time there were 3 agents…they all abdicated even when I asked if there was a supervisor there.
Frank
Dec 9th, 2008
Ron…another link. I was Director-Total Quality at Ball Corporation at one point in my career. Funny…in TQM this would have been a CI opportunity…and would have been fixed. Would Fred Smith have allowed this in FedEx's glory days?
Meg
Dec 9th, 2008
can't help but think of this http://www.youtube.com/watch?v=9FIpLWUT3yw
Frank
Dec 9th, 2008
Meg….lol, that is too funny. I lived a Seinfeld moment. Thanks for the laughs.
ANNE
Dec 10th, 2008
Are you getting your $50 back??
Rich M
Dec 10th, 2008
That is one company who needs to reacquaint themselves with the voice of the customer.
Frank
Dec 11th, 2008
I wrote a letter that spelled out the details. I asked for action. And my $50. I haven't heard anything, of course. Ugh…they will put me in a spiral.
Frank
Dec 11th, 2008
That's the sick part…they have a lot fo quality posters up in their very yellow building.