I was recently on a business trip to Chicago to make a presentation. I am a member of Hertz’s #1 Club Gold program (a great creation). My flight got in a little late, but I was confident that my time would be made up with a seamless car rental experience.
I briefly stopped at the Hertz desk in the airport to confirm that I should proceed directly to the bus and to confirm where the bus stopped. The Hertz agent casually nodded, and I proceeded to the bus. Getting on the bus was a non-event and the driver announced that we would be shortly arriving at the rental area and that they first stop will be for #1 Club Gold.
The bus pulled over and the driver announced that if our name were not up on the board that we should stay on the bus and go the check-in center. Needless to say, my name was not on the board. Disappointed and a little frustrated, I asked the driver what the problem was. His response was, “Oh, nothing. It just means they haven’t printed your agreement yet.” Hungry and looking forward to getting on the road to my hotel, I entered the Hertz rental check-in center.
I thought I’d entered a Hertz commercial in the example of what Hertz isn’t. There were about 30 people in a line that didn’t appear to be moving. I went to the sign for #1 Club and was told to stand in the line. Apparently Hertz’s computers were down and they were unable to process rentals automatically. Every rental agreement had to be written from scratch using their old paper systems. More than an hour later, I was on the road.
Don’t get me wrong, I understand that everything doesn’t work all of the time. I am not upset at Hertz because their computers went down, nor am I upset at them because it took me more than an hour to do what should have taken less than five minutes. I’m upset because of how they handled the entire process. Remember, this is a company whose promise is ‘Exactly.’
Here’s how they could have improved the experience:
Take this opportunity to survey your business – how do you handle things when they go wrong. Does it demonstrate your commitment to your promise? Create a fire drill (simulate a problem) – see how your people respond. I know I will.