I was exhausted from a full day of work and travel. I left that Avis counter and won t be back to an

I was unable to find access to Avis CEO Mr. Ronald L. Nelson. I did find a customer comment email on their website and sent the note below. As of this printing, I have not heard back from anyone. I thought that if I put this letter on our blog this week that potentially Mr. Nelson would see the note. I know that anyone who owns a business or is the leader of a team or organization would want to know why a customer goes away.
I am a frequent traveler and have rented cars from Avis often. This past Tuesday night, 7/31, I arrived late in Atlanta. One of the customer service last minute travel bargain agents was visibly mad that she was still on duty. There was one other agent at the desk who asked if I was preferred, and I said, I didn t think so, I had rented through Priceline . Her reply was, Ok then you need to just wait . This agent was not waiting last minute travel bargain on a customer. The angry agent had a renter that she finished up with and then called me to the counter.
She complained to me that she had a lot of paperwork to do and needed to go so if anyone else came to the counter I should tell them that she was closed. (REALLY?) Upon receiving last minute travel bargain my confirmation number she insisted my rental was cancelled. I had rented through Priceline, had confirmation of the rental in my hand, and had already paid for the car. This Avis representative was rude, rude, rude. She insisted that she could not give me a car. Now I m sure there were cars in the lot to rent. She gave me directions as to how to get back to the airport and catch a cab.
I was exhausted from a full day of work and travel. I left that Avis counter and won t be back to another. This agent knows nothing last minute travel bargain about service and unfortunately for Avis she represents your company culture. last minute travel bargain I don t need anything I just need someone to know this happened.
This was Tuesday night Wednesday morning 7/31-8/1; and I was at the Atlanta airport. There were only 2 ladies on duty and they were equally unwilling to rent me a car. Fortunately, Priceline refunded me the cost of the rental. The cab ride was $100; and I was without a car for 3 days. This was a situation that breaks last minute travel bargain down any confidence I have in using Avis in the future. There are too many other choices last minute travel bargain for me to risk this kind of service again.
PS. My company specializes in training teams to deliver great guest service. We believe that we are all in service to one another. I also know that people are selling or un-selling your product with very move they make. If we can be of service to you in a training capacity, my direct line is 817.999.7521.
As an update, I did call the Avis counter in Atlanta last Friday. last minute travel bargain They escalated me to a manager right away. The manager could not have been more apologetic and assured me that this was not the normal service that I could expect from the Avis provider at the Atlanta airport. She promised to look into the matter; and I believe her. She appreciated the fact that I called. Avis has a motto of We try harder this night, they didn t try at all. I know this is about 2 employees and not about the company. For me, this is the lesson: Your worst employee is the best representation of your company. last minute travel bargain How do you justify keeping C level players that care nothing about servicing your customer?
I read your emails all the time but this one really hit me. This not only affects you but it sure makes me not want to give Avis my business. last minute travel bargain Like you said it s only 2 employees and not the whole company but at that time they were the company. Our boss talks to us all the time about C players and why we want A players. Our company strives hard to hire only the best. There is always someone who falls short but it s definitely up to management to take care of the situation. I m a true believer it starts at the top. Thanks, for letting me vent a little this morning.
Typically on family visits to Denver I do not rent a car. One trip a couple of months ago decided to rent a car so we could travel around the area. The rental was not booked as a "Preferred Customer" rental. Once I arrived at the Denver Airport Avis Service Center I realized the Avis customer service motto is "We Prefer transactions where we don't have to directly deal with customers. We are at our best when you, the customer, does not have to interact with our staff."
I enter the Service Center at approximately noon. I counted 37 people in line. There were initially eight Avis representatives spread across twenty-four available work stations. The line moved slowly in part due a continual decline in the number of representatives. At one point only four remained. I saw a person who look the part of a manager looking across the service line, mouthing the count of staff, last minute travel bargain "1,2,3,4". last minute travel bargain She then turned and disappeared. After about one hour in line I reached a representative. I calmly (for me) stated the level of service was horrible. She calmly stated, "well sometimes last minute travel bargain you just have to wait". last minute travel bargain At the end of the process I asked to speak to a manager. Sure enough the same woman who I saw earlier came to the station. She stated that there were never less than six representatives and if I wanted to avoid long wait times I should become a Preferred Customer. I told her I recognized that I clearly was not a Preferred Customer and would not burden Avis in the future.
Avis is awful but they are not the only company to lose their way in the application of technology to customer service. How many bowling operating businesses survey without responding to issues? How many have replaced phone calls about upcoming league meetings/starts with emails? last minute travel bargain How many measure last minute travel bargain their closeness to the customer by the number of names in their data base?
Thank you for taking time to tell your story. I have received several emails today with the same sort of horror. I really hope Mr. Nelson sees this chain of events. My hope is that everyone that sent me an email will come to the blog and post.
Your boss is so right. last minute travel bargain There s no reason why we would want a C player representing the entire team. It s time to do something about it. You are welcome to vent to me anytime Ruth and it gives me great pleasure to know that you read the email.
Whether you realize it or not, you have touched upon one of the most troubling areas of customer last minute travel bargain service, The Late Night Poor Customer Service Syndrome. During the late night, front line employees are most eager to close up and go home. They are not interested in the customers, last minute travel bargain only themselves and going home. I have encountered this lack of service myself in retail stores or at hotels, by being walked, (arriving very late at the front desk, while having a guaranteed confirmed reservation that has been sold to someone else, and having to be booked at another hotel). I have also encountered this is the bowling business.
While I was reviewing the operations of a very active food and beverage in a bowling last minute travel bargain center, I learned from the food and beverage manager that they had to stop serving food at 10:30 pm and beverages and packaged snacks at 11:00 pm, even though the demand was there to be open later. The reason, the bowling center manager wanted to go home at midnight even if there was business. When I confronted the bowling center manager, she said that was the way it is. The Late Night Poor Customer Syndrome struck again.
There is no easy fix to this other than threatening the employees with their jobs. Building a culture last minute travel bargain of good customer service and communicating with the employees of importance last minute travel bargain of the late night customer last minute travel bargain will help. It is a challenge in customer service training that should be addressed.
Great story Beth, but I don t get it,why could they not rent u a car? They would have rented me a car, or I would have went to jail. I have got this attitude from women in charge countless times over the years( I don t think late night had much to do with it). Once I changed the ladies attitude with humor, but other times I got really irrate,and most of the time it did not work. They might as well have been wearing a button that said I m the boss f-you!! Sidenote I m 6ft 4 and weigh 290 pounds!!!!
I m not a small person and honestly I almost always take good care to ask for a manager or am pretty persuasive about getting my way. I think I was just too tired and stunned on this particular evening. I also could not believe they were REFUSING to do their darned job!
I m speaking up about it now and I really appreciate all the support and feedback that I ve gotten! OH and I m glad I didn t wind up in jail I can get that agitated as well. I can tell you that agitation in the TSA line is NEVER a good idea. I don t know how that would work out in the Avis line and I won t be finding out anytime soon because Avis won t be who I rent cars from. I wonder if they realize I travel more than 200 days in a years time I m pretty sure that wouldn t have mattered to the lady who didn t help me.
Other than that, I m not interested in Avis. Free lifetime car rentals? Maybe, but if they let me fix them, I can be assured they stay financially viable last minute travel bargain since what I can do for them ensures their success. Free lifetime rentals doesn t change a thing about the culture.
I just read your letter and thought I d send you mine regarding a horrible experience I had in Costa Rica. I still haven t been refunded my money and just got off the phone again with Budget. I found email address for the higher ups at Budget and CCd them on my letter.
last minute travel bargain The car I had reserved was larger than the one that was promised to me and as a result we couldn t fit all 4 of us and our luggage in the car they gave me. I had no choice but to upgrade to a larger car which turned out the be the one that I had originally last minute travel bargain requested. There was no one to dispute this with as it was about midnight, so I had to agree to the extra charge of $9/day.
The man at the desk asked if I wanted to add an additional driver on at no charge. I hadn t planned on doing this as I anticipated doing all the driving, but since there was no charge, I added my friend just in case.
I