Customer Service

A monkey can do a better job than some than of the idiots that work for the local branches!!!!!!!!!!!!!!!!!!!!!!!

It isn't the "idiot that work for the local branches" The problem is the position they are put in. Take a new MT who just wants to do a good job and keep their job. This would include making both their manager and the customer happy. So the new MT is told to pick up a customer who has already been waiting at the body shop for 15 minutes. The MT is told to use a different car since the one the customer reserved last week is actually not there. Oh, if the customer asks, tell them we're getting it cleaned up. What will really happen is they will get back to the branch, have to wait another 15 minutes, and the car will be dirty anyway. Then, for fear of never being promoted, the MT will proceed to shove CDW down the customer's throat and expect them to answer "completely satisfied" on the precious ESQi survey. 1100 IPC and 90 ESQi people!!!!!!!!!!!!!!!!!!!

Originally Posted by Unregistered

It isn't the "idiot that work for the local branches" The problem is the position they are put in. Take a new MT who just wants to do a good job and keep their job. This would include making both their manager and the customer happy. So the new MT is told to pick up a customer who has already been waiting at the body shop for 15 minutes. The MT is told to use a different car since the one the customer reserved last week is actually not there. Oh, if the customer asks, tell them we're getting it cleaned up. What will really happen is they will get back to the branch, have to wait another 15 minutes, and the car will be dirty anyway. Then, for fear of never being promoted, the MT will proceed to shove CDW down the customer's throat and expect them to answer "completely satisfied" on the precious ESQi survey. 1100 IPC and 90 ESQi people!!!!!!!!!!!!!!!!!!!

Is it really so bad for a customer to wait 15 minutes for a free ride?

No it wouldn't be that bad....except that making a reservation means absolutely nothing to ERAC. Being a former employee I know that no matter how many people have reservations, it is constantly rammed into employees heads to "book the deal." So what actually ends up happening is that the person at the bodyshop who had a reservation loses their car to the person who just called 2 minutes ago because the MT got "great rate." Then the assistant manager will come up with some B.S. excuse that the car had a Check Engine light come on. Did I do this 1000 times as an employee?...yes. Fair?....NO WAY IN HELL.

Originally Posted by Unregistered

No it wouldn't be that bad....except that making a reservation means absolutely nothing to ERAC. Being a former employee I know that no matter how many people have reservations, it is constantly rammed into employees heads to "book the deal." So what actually ends up happening is that the person at the bodyshop who had a reservation loses their car to the person who just called 2 minutes ago because the MT got "great rate." Then the assistant manager will come up with some B.S. excuse that the car had a Check Engine light come on. Did I do this 1000 times as an employee?...yes. Fair?....NO WAY IN HELL.

Most of the time the person at the bodyshop DOES NOT have a reservation and that is the problem. We have to provide a car to the customer at the body shop and has state farm. Most of the people we pick up from dealers or bodyshops dont call ahead, they end up getting the cars over the retail customers with reservations. That sucks but its very difficult to control, after a storm or hail or sub zero tempetures it is impossible to predict how many people will bring there car into the shop. At most offices, most people dont have reservations, which makes having the right car for everybody very hard.

During our recent snow storm we had insurance agents calling demanding we get cusomters into cars. They fail to relaize we already have every one of our cars filled with their insured and they get mad when their customer who just got into an accident 20 minutes ago who needs a car and their is no claim number, no direct bill, and the customer doesnt want to give a depo or a credit card. And then when they cut the billing short two days and the customer doesnt think they should have to pay any days since the insurance company stopped payment and we have no money on them for payment for ourselves. Insurance agents eat ass.

That is just the ERAC mentality...there is always a car somewhere to put a customer in. Even if the car is 20-30 miles away. Assistant managers have it worse because the managers and area managers would tell them to book every deal, regardless of availability because God forbid you tell a customer you are sold out because everyone of ERAC customers or accounts have no loyalty because they would always threaten to go to Hertz or Budget in a second. They do not have to deal with pisses off customers, they are just worrying about their paycheck. So instead of being honest with someone and tell them the real time scenerio, you wait 15 minutes to pick them up, you bring them back hoping the rental Gods would just shit a car on your lot when you get back. If that doesn't happen, you stall writing the contract up, trying to set up the direct bill because 80% of the insurance customers never have a DB set up. Then when 20 minutes have passed and still no car on your lot, you have to tell the customer that you found a car in Bumble-Fuck, USA and you will have to drive them there and it is a pick-up truck for the 70 year old lady with a walker. And this person is supposed to say that they were completely satisfied with their service?????

Originally Posted by Unregistered

That is just the ERAC mentality...there is always a car somewhere to put a customer in. Even if the car is 20-30 miles away. Assistant managers have it worse because the managers and area managers would tell them to book every deal, regardless of availability because God forbid you tell a customer you are sold out because everyone of ERAC customers or accounts have no loyalty because they would always threaten to go to Hertz or Budget in a second. They do not have to deal with pisses off customers, they are just worrying about their paycheck. So instead of being honest with someone and tell them the real time scenerio, you wait 15 minutes to pick them up, you bring them back hoping the rental Gods would just shit a car on your lot when you get back. If that doesn't happen, you stall writing the contract up, trying to set up the direct bill because 80% of the insurance customers never have a DB set up. Then when 20 minutes have passed and still no car on your lot, you have to tell the customer that you found a car in Bumble-Fuck, USA and you will have to drive them there and it is a pick-up truck for the 70 year old lady with a walker. And this person is supposed to say that they were completely satisfied with their service?????

So that customer has to wait an hour or 2 to get a car, what is the big deal? Would it be better to tell that person they cant get a car at all?? Most likely if ERAC is sold out so is the competition, i really dont see the problem with a customer waiting even a few hours for a car. In smaller groups, customers wait for days.

Waiting for a car for days is not only unacceptable, it is ridiculous. It isn't the branch's fault most of the time, the blame goes higher up. Making money is okay, it is the whole point of doing business. But when the region purposely reduces the fleet to a ridiculous level so they can make shit-wads of cash, that's just wrong. I don't know what level you are at ERAC, but if you saw an RVP's paycheck you'd probably shit yourself.

If access have you to AA0155 screen in ralph....view balance in account 891. Then pissed be you will