Originally Posted by FailingEnterpriseAdmin

Yes, I can understand how a lot of customers can be really infuriating to deal with. Working retail is a tough job and I'm sure some customers can make it really difficult.

Maybe one of the reasons I kept going back to Enterprise and trying again so many times was that I kept thinking that if I just kept trying, it was going to work out. I really didn't want to be one of "those" customers, so I made sure I stayed calm, patient, flexible, and friendly. It was pretty obvious the employees were stressed out and didn't have the resources they needed. I know it sounds awfully weird, but I kept trying to be the best customer I could, in hopes that the problems would resolve themselves. I always made a reservation in advance, showed up on time, usually took CDW, brought the car back on time and never damaged the car. I remember thinking "If I just keep trying hard enough, things will work out there". After fifteen rentals, when they made it clear that this stuff was going to happen all the time, and that I was a sucker and a fool, that's when I felt really betrayed.

In short, I started compensating for them to help them with their issues, and then felt like a sucker for doing so. You want a fast way to get a really pissed off customer? Make them feel like a sucker and a fool. Just don't do it to customers with basic web skills and good lawyers.

Yes, some customers are a pain in the ass and make you reconsider retail altogether. I just wasn't one of them.

Admin