(1 votes, average: 5.00 out of 5)
Loading ...I was in Los Angeles recently and dreaded returning to Hertz (see last year’s post) but, since I’m a Hertz #1 member, a prisoner of my own need for points.
I came out of the terminal and the bus was there. Got on, put my baggage on the stand and sat down. As the bus pulled away from the curb the driver, Mary introduced herself and then casually said as she navigated the traffic, ”Welcome to Los Angeles ladies and gentlemen, you are on bus 67. It will be approximately five minutes to the station. 
When you return to LAX, remember to get off at Century Boulevard. Proceed south to the Marriott you see right there, turn right, we’re four blocks up on the right.”
About this time we came to the bus entrance and she said, “A few reminders that our rental car return is one block up from here. Exit Century Boulevard to the Marriot and turn right. If you fly internationally allow 3 hours prior to departure and domestic 2. If you are a #1 Club member you’ll see your name on the display, if not, proceed to the counter. It’s been a pleasure to have you on my bus.”
She got up to help anyone with bags and again thanked them. As the last person to leave, I told her she was the reason I would return to Hertz in Los Angeles. What a gracious and pleasant way to end a day’s journey. ”You made my day. Can I take your picture for my blog?”
She replied, “Well you just made my day, of course.”
What a huge difference from the Hertz experience I had a year ago.
This person enjoyed meeting people. Her job. Her life. And it showed.
Contrast that to the Dunne Reade clerk I met Saturday morning. With no one in line I approached the counter where a young woman was counting change and placed my Diet Coke in front of her. “Next register,” as she pointed to the register to her left about 2 feet away. I grabbed the Coke and moved it 24 inches. She took it, said, “$2.25” and scanned it. I gave her $3 and held out my hand for change. She put the 75¢ on the counter and looked away. I had to say, “Could you have given worse customer service?” She stared at me. Doubtful.
Two thoughts:
When you receive exceptional service, please go out of your way to tell others. If we want more diamonds we need them to know they are not coal.
Your brand, your image are the people at the front lines, not some mission statement, cute display or fancy catalogue.
More on that second one in tomorrow’s blog about Abercrombie & Fitch.
What diamond experiences have you had lately?
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