Comments on: OW, that HERTZ! http://kirkweisler.com/t4d/2009/07/24/ow-that-hertz/ Chief Morale Officer Kirk Weisler's Thought 4 the Day Tue, 22 May 2012 12:34:31 +0000 http://wordpress.org/?v=2.2 By: T4D - Thought for the Day » Blog Archive » Questions, Coincidence, Customer Service http://kirkweisler.com/t4d/2009/07/24/ow-that-hertz/#comment-33811 T4D - Thought for the Day » Blog Archive » Questions, Coincidence, Customer Service Thu, 22 Jul 2010 13:27:15 +0000 http://kirkweisler.com/t4d/2009/07/24/ow-that-hertz/#comment-33811 [...] and T4D subscriber Martin Silk from Australia sent this along today as he remembered me blogging(and whining) about a rental car experience in a previous T4D.  By chance Martin sent this on [...] […] and T4D subscriber Martin Silk from Australia sent this along today as he remembered me blogging(and whining) about a rental car experience in a previous T4D.  By chance Martin sent this on […]

]]> By: Mihai http://kirkweisler.com/t4d/2009/07/24/ow-that-hertz/#comment-14239 Mihai Thu, 30 Jul 2009 21:51:11 +0000 http://kirkweisler.com/t4d/2009/07/24/ow-that-hertz/#comment-14239 Probably the best comment to this Hertz story could be the title of a previous T4D: 'Upset by small things...." Probably the best comment to this Hertz story could be the title of a previous T4D: ‘Upset by small things….”

]]> By: T4D - Thought for the Day » Blog Archive » They Hertz Me Again http://kirkweisler.com/t4d/2009/07/24/ow-that-hertz/#comment-14225 T4D - Thought for the Day » Blog Archive » They Hertz Me Again Thu, 30 Jul 2009 12:25:59 +0000 http://kirkweisler.com/t4d/2009/07/24/ow-that-hertz/#comment-14225 [...] Hertz-ful post a couple days ago was a real comment grabber as many of you shared your own painful customer [...] […] Hertz-ful post a couple days ago was a real comment grabber as many of you shared your own painful customer […]

]]> By: Tim Huels http://kirkweisler.com/t4d/2009/07/24/ow-that-hertz/#comment-14159 Tim Huels Mon, 27 Jul 2009 19:33:27 +0000 http://kirkweisler.com/t4d/2009/07/24/ow-that-hertz/#comment-14159 <p>Kirk,<br /> Sorry to hear about your bad rental experiences. I really enjoy your thoughts for the day. I pass them on to my team and relate them to our business. My managers will get a kick out of today's note. I'm an Area Manager with Enterprise Rent-A-Car in Wichita, KS. Your notes have inspired me and my team for a few months now. If I can do anything to help your travel needs, don't hesitate to ask. We are number #1 in customer service for a reason.</p> <p>Attitude is everything...<br /> Tim Huels</p> Kirk,
Sorry to hear about your bad rental experiences. I really enjoy your thoughts for the day. I pass them on to my team and relate them to our business. My managers will get a kick out of today’s note. I’m an Area Manager with Enterprise Rent-A-Car in Wichita, KS. Your notes have inspired me and my team for a few months now. If I can do anything to help your travel needs, don’t hesitate to ask. We are number #1 in customer service for a reason.

Attitude is everything…
Tim Huels

]]> By: Marcel http://kirkweisler.com/t4d/2009/07/24/ow-that-hertz/#comment-14158 Marcel Mon, 27 Jul 2009 19:32:54 +0000 http://kirkweisler.com/t4d/2009/07/24/ow-that-hertz/#comment-14158 <p>G’day Kirk,<br /> I could only suggest the Fred would have done better. However, it getz worse because when we have a bad experience, we tell all our friends about it. In this digital age the message spreads very far & wide very quickly and can easily stop new business from coming in & that really hertz !<br /> Cheers,<br /> Marcel….</p> G’day Kirk,
I could only suggest the Fred would have done better. However, it getz worse because when we have a bad experience, we tell all our friends about it. In this digital age the message spreads very far & wide very quickly and can easily stop new business from coming in & that really hertz !
Cheers,
Marcel….

]]> By: Shaw Phillips http://kirkweisler.com/t4d/2009/07/24/ow-that-hertz/#comment-14157 Shaw Phillips Mon, 27 Jul 2009 19:30:41 +0000 http://kirkweisler.com/t4d/2009/07/24/ow-that-hertz/#comment-14157 <p>Kirk,<br /> Funny, as you know from my webpage I own a Hospice in Phx also www.heartsforhospice.com I changed to Avis due to the same issue. They try to suck me in with this GOLD membership that is really a read the board and get the car yourself. They are rude and now I use Avis.<br /> Thank you,<br /> Shaw Phillips<br /> CEO- Owner</p> Kirk,
Funny, as you know from my webpage I own a Hospice in Phx also www.heartsforhospice.com I changed to Avis due to the same issue. They try to suck me in with this GOLD membership that is really a read the board and get the car yourself. They are rude and now I use Avis.
Thank you,
Shaw Phillips
CEO- Owner

]]> By: Ella http://kirkweisler.com/t4d/2009/07/24/ow-that-hertz/#comment-14053 Ella Fri, 24 Jul 2009 19:53:49 +0000 http://kirkweisler.com/t4d/2009/07/24/ow-that-hertz/#comment-14053 <p>The first time I went to summit in Colorado Springs, I traveled with a bunch, Dan Wilson, Phil Avery, Carrie Powers, Kim from Taubman and blah blah blah. So we get to the airport in Denver and Dan says get us a rental from Hertz. I had called and made arrangements. Went to the desk in the terminal and spent 45 minutes getting the paper work done and blah blah blah... was told to take the bus to the Hertz corral and get our car. WRONG. Took the bus to the corral and spent another hour in line going through the same stuff we covered in the Terminal. Then they would not take my credit card and make Dan the primary driver until I asked that all the guys be made drivers and was told they could only be made drivers if they were relatives. I told the fellow, who was a manger whom I had demanded we see, that these men were my sons. They were all made drivers, on my credit card, with about six of us suddenly having grossly weak bladders and giggles like a bunch of girls. I have not used Hertz since... more trouble than they are worth. enjoy the weekend... ella</p> The first time I went to summit in Colorado Springs, I traveled with a bunch, Dan Wilson, Phil Avery, Carrie Powers, Kim from Taubman and blah blah blah. So we get to the airport in Denver and Dan says get us a rental from Hertz. I had called and made arrangements. Went to the desk in the terminal and spent 45 minutes getting the paper work done and blah blah blah… was told to take the bus to the Hertz corral and get our car. WRONG. Took the bus to the corral and spent another hour in line going through the same stuff we covered in the Terminal. Then they would not take my credit card and make Dan the primary driver until I asked that all the guys be made drivers and was told they could only be made drivers if they were relatives. I told the fellow, who was a manger whom I had demanded we see, that these men were my sons. They were all made drivers, on my credit card, with about six of us suddenly having grossly weak bladders and giggles like a bunch of girls. I have not used Hertz since… more trouble than they are worth. enjoy the weekend… ella

]]> By: Dick http://kirkweisler.com/t4d/2009/07/24/ow-that-hertz/#comment-14052 Dick Fri, 24 Jul 2009 19:52:00 +0000 http://kirkweisler.com/t4d/2009/07/24/ow-that-hertz/#comment-14052 <p>I like AVIS myself...<br /> I still am shocked that despite the bad economy so many vendors refuse to respond with even a modicum of customer service. We've lowered the<br /> bar so far when it comes to customer expectations that we are generally grateful for any sort of warm fuzzy...In his book Raving Fans, which we read in our company book club, Ken Blanchard says "if you really want to 'own' the customer, if you want a booming business, you have to go beyond satisfied customers and create raving fans." Having raving fans means that you have achieved the kind of service excellence that turns a customer into a lifetime customer. A raving fan is an advocate of your products or services in the marketplace, and is created by giving what Ken calls "Legendary Service". Ken describes it thusly: "Legendary Service is defined as consistently delivering ideal service that keeps customers coming back and results in a competitive advantage for the organization. The program uses the concept of “I CARE” to teach employees the essentials of providing Legendary Service." Your kind of service at Hertz was "legendary" now too... not the kind of legend you want however. :-O <p>dick</p> I like AVIS myself…
I still am shocked that despite the bad economy so many vendors refuse to respond with even a modicum of customer service. We’ve lowered the
bar so far when it comes to customer expectations that we are generally grateful for any sort of warm fuzzy…In his book Raving Fans, which we read in our company book club, Ken Blanchard says “if you really want to ‘own’ the customer, if you want a booming business, you have to go beyond satisfied customers and create raving fans.” Having raving fans means that you have achieved the kind of service excellence that turns a customer into a lifetime customer.
A raving fan is an advocate of your products or services in the marketplace, and is created by giving what Ken calls “Legendary Service”. Ken describes it thusly: “Legendary Service is defined as consistently delivering ideal service that keeps customers coming back and results in a competitive advantage for the organization. The program uses the concept of “I CARE” to teach employees the essentials of providing Legendary Service.” Your kind of service at Hertz was “legendary” now too… not the kind of legend you want however. :-O

dick

]]> By: Ron http://kirkweisler.com/t4d/2009/07/24/ow-that-hertz/#comment-14051 Ron Fri, 24 Jul 2009 19:49:59 +0000 http://kirkweisler.com/t4d/2009/07/24/ow-that-hertz/#comment-14051 <p>Kirk,<br /> I had a similar poor experience with Hertz after many years as a Number One Gold customer. My solution: I went to Enterprise, saved about 40%, and will avoid future Hertzful experiences at all cost.</p> <p>Have a great weekend, heading out for 2 weeks on the Outer Banks of North Carolina (and driving my own vehicle). :>)</p> <p>Ron</p> Kirk,
I had a similar poor experience with Hertz after many years as a Number One Gold customer. My solution: I went to Enterprise, saved about 40%, and will avoid future Hertzful experiences at all cost.

Have a great weekend, heading out for 2 weeks on the Outer Banks of North Carolina (and driving my own vehicle). :>)

Ron

]]> By: Jane http://kirkweisler.com/t4d/2009/07/24/ow-that-hertz/#comment-14049 Jane Fri, 24 Jul 2009 18:59:47 +0000 http://kirkweisler.com/t4d/2009/07/24/ow-that-hertz/#comment-14049 You should put your thought to music on You Tube. Don't know if you caught the fellow singing "United throws guitars" after his experience with a broken guitar on a United filght....I understand they are now using it to train employees in better customer service. Hey maybe there's a client here? Jane You should put your thought to music on You Tube. Don’t know if you caught the fellow singing “United throws guitars” after his experience with a broken guitar on a United filght….I understand they are now using it to train employees in better customer service.

Hey maybe there’s a client here?
Jane

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