Quote:
| Originally Posted by bleedgreen Okay, may times when the customer calls, the car is already on rent to the next customer. who's to say that next customer didn't steal the item in question? I've called several customers a week into their rental to ask if they found xxx item because the last renter says they may have forgotten it in the trunk/glovebox etc. I always got a "no."
I understand your philosophy of the customer is always right, but sometimes when you forget something and no one notices, the next customer can steal too. not just the erac employees. I never had a coworker tell me they stole anything... I wouldn't have reacted favorably, so I'm sure they wouldn't have told me if they did.
I'm not sure I completely agree with your philosophy that it's the company's responsibility to rectify a situation if there is no proof or even an indicator that an employee stole anything. You're supposed to back your employees too, not just blindly assume your customer is always right. There has to be a balance.
There are shady customers too, not just ERAC employees. That was all I was trying to get at. |
I was speaking of the specific instance of the customer who wrote the letter. They called within ten minutes and the car had only moved ten feet yet the coats had already disappeared.
I completely agree that if a car goes out to the next renter then the chain of responsibility is clouded. I also completely agree that there are some scam artist customers out there, perhaps more so at the low end of the market where Enterprise is, rather than in the road warrior market.
I don't insist that "the customer is always right"; that's just an invitation to be taken advantage of by your customers. It's just that I often read on this discussion board employees who are so burned out that they've taken on an attitute of "the customer is always wrong".
By the way, isn't it the responsibility of the car prep, or somebody, to spend fifteen seconds ensuring a car is ready to go before the next customer gets in? Heck, you could do it at check-in. How hard is this to do?