Today, I have a special guest blogger, Greg Meyer. Greg and I are kindred spirits when it comes to customer experience, and I asked him to share a recent car rental story and the lessons one can learn from it. Thanks, Greg. You rock!
The Old College Try
“Do, or do not. There is no try” -@yoda
So, what happened?
- It’s hard to speak with one voice – even if everything goes right, training your employees to understand the complexities of a situation and how to use common sense is difficult to train, so you’ve got to hire for attitude;
- The customer decides if it was a good experience — customers don’t care why it went wrong, they just want you to fix it. Or explain very clearly why you can’t fix it and to offer a good alternative;
- There might be good substitutes, but it’s hard to think of them sometimes - I could have called AAA Auto Club, but I didn’t realize that they would cover me while traveling in Canada. In this case heroic effort won the day.