Recently, I was visiting a family member in the hospital (stressful to say the least) and just wanted no muss no fuss directions, so I paid the $15 per day, for four days mind you, to get the GPS in my rental car.
Of course it was broken. Of course I ended up 30 miles in the wrong direction (impressive since the hospital was less than 5 miles from the airport). And of course, I was more stressed than ever (insert expletives here).
You may get more flies with honey than vinegar, but as Sheldon says, “you can get even more flies with manure.” So I was all amped up to argue with the rental agent when I returned the GPS at 4:30 am today. My arguments were prepared: 1) it couldn’t even get me out of the airport; 2) it never knew where I was, indicating that I had reached my destination while on a highway going 65 mph; and 3) that I wasn’t shown how to use the device.
But, when I got to the ticket counter at 4:30 am a lovely Amanda was waiting for me. I handed her the keys and the contract (waiting for my turn to complain). She asked, "How was everything with the car?" I replied the car was great, but I had problems with the GPS. She put everything down, looked me in the eye and said, “Oh no, tell me what happened.” I simply stated that it hadn’t worked from the first day, and she said “would you like a full refund?” The end. No hassles, no “you’ll have to talk to my manager,” no “that’s not our policy,” nothing. She was helpful, attentive, and expedient in the solution. She apologized for the inconvenience and took care of everything.
I am an avid letter writer… both for the good and the bad of customer service. But Amanda deserves not only a letter, but a Gold Star for she reminded me that a little honey can go a long way.
Why don't you tell people what rental company it was?
ReplyDeleteTake cabs. :)
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