An Open Letter – Hoping Someone Listens:
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.
Dear (CEO) Mr. Nelson,
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 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 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 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 about service and unfortunately for Avis she represents your company culture. 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 down any confidence I have in using Avis in the future. There are too many other choices for me to risk this kind of service again.
Sincerely,
Beth Standlee
CEO TrainerTainment
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. 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. How do you justify keeping “C” level players that care nothing about servicing your customer?
Please feel free to leave your comments, ideas or thoughts! We would love to hear what you think!
~Beth Standlee
CEO
