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  • Stanley posted an update in the group Group logo of Relationship Centricity Relationship Centricity 5 years, 1 month ago

    I have to say that I have had a recent experience with a rental car company that was surprising to say the least. Many companies interject saying that they prioritize the customer and the experience that they create for them. Additionally, most will state that they aim to establish a relationship with their customers, yet simply regulate that duty to the greenest of employees. In my particular experience, a national rental car company assured me that they would value my business and take care of me following my reservation. However, that was quite the opposite of what happened. I arrived at the branch to find that the type of car I wanted was not in stock, leaving me to upgrade to a more expensive car involuntarily. The return process was filled with the same sort of problems as paperwork was misfiled, leading to an argument over the scratches and dents that were already present when I picked up the car. Following this ordeal, the company called me to ask how pleased I was with the service and when they could expect me to return for another rental. The proceeding conversation was not ideal.

    I have to say that companies are trying to build relationships with their customer, but not enough is being done to monitor the process along the way. This issue could have been resolved with a simple apology and some work to make my reservation smoother despite the lack of my preferred vehicle. The followup call was a great step in the right direction, but ill timed because the caller was uninformed about how bad my experience was. Companies should ensure that their relationship practices go beyond a corporate policy to that of a meaningful effort to build a positive relationship and experience with the customer.

    • You are right in saying that the issue is the lack of followthrough on behalf of the company. Many are content to simply train their employees and trust that the job is being done appropriately. What must occur is consistent monitoring of the matter and improvement of the process. Rather that simply training, companies need to employ a system where their service is regularly checked and balanced against strict standards. This would ensure consistent and suitable contacts across the board for all customers.

    • Dean replied 5 years ago

      So how do we do that? Have someone dedicated to making sure it all flows smoothly like you want? It sounds really expensive and doesn’t sound like something a business should do if they have lots of branches to watch over

      • Proper training is key to ensuring a smooth and consistent form of service. While you will have breakdowns, the best way to standardize the process is to provide consistent, effective training that will stick with the employees. It is more expensive and it does take time, but it does produce results.

    • I don’t think you’ll get perfection. That’s just the way it is. You train people, you leave, you come back and see them cutting corners. It happens. I’d say that if you train them and get them to at least do it a good chunk of the time then it all pays off. Just make sure to check up every once in a while to make sure it’s going the way you want.

    • People screw up. I don’t see why you think this is something new or a real problem. People are lazy, they screw up, they slack off and cut corners. Normal business issues that we can’t really get rid of. Deal with it because we won’t see it go away anytime soon.