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| Originally Posted by FailingEnterpriseAdmin 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? |
Scam artists for sure...had expeditions go out with factory wheels and come back with wheels from three-years ago's model. Radios switched out, etc.
I'm not burned out by any means, I don't have a sway one way or another. I think it's a gray area. The manager knows which employees are shady. If you've developed any sort of rapport with your people you'll know if you need to talk with them about ethical issues when a customer complains and that employee checked in the car. But for the ones that are honest, (contrary to popular belief, I believe this is the majority, not the minority) you have to take complaints of stealing without proof.
The car prep comment is cute...theoretically yes...but half of the cars go back out with a Windex of the windshield/cup holder and nothing more. Especially dealership deals where the previous customer only had the car 4 hours. In those cases, the employee does the quick once over and flips the car to the next customer. Employees are supposed to do this upon check-in, you're absolutely right. If you forget something, shouldn't you also shoulder some responsibility?