Ace Rent-A-Car
It's important that you read to the end, because this story starts with a service failure.
We rented a car from Ace in Indianapolis the Wednesday before Thanksgiving. Miserable day- 40 degrees F and drizzle. Another customer was having a roaring fit over some perceived transgression, and was making it nearly impossible for anyone on either side of the counter to get anything accomplished. Despite this, they were able to get us set up and going in a manner, if not quick, at least helpful and friendly.
After we'd driven away, I realized to my dismay that there was so much "fabric freshener" sprayed on the passenger side seat that it was soaking through my jeans. This made me sad, but there was little to be done about it from the outbound traffic jam. Even if we wanted to, returning to the place and attempting to get past godzilla-customer was a nonstarter. So we coped, and when we returned the car on Sunday I mentioned the problem.
The desk guy apologized profusely and handed me a business card on which he wrote and signed off, "next rental 20% off." And I was basically happy. I'd have been OK just with the apology, and appreciated him making the additional gesture.
When I got the inevitable post-rental online survey, it asked if there had been any problems with the car, so I reported the experience including what they had done about it.
Today, I got a letter from them saying, "We understand that our success depends on providing excellent customer service and we are very sorry we fell short this time." It included a certificate for a free upgrade.
Considering that these guys, the couple of times I've rented from them, they have also been able to beat their competitor's pricing by $5-10 a day on the cheapest car classes, I'd say they've done themselves proud and certainly earned another opportunity for my business.
We rented a car from Ace in Indianapolis the Wednesday before Thanksgiving. Miserable day- 40 degrees F and drizzle. Another customer was having a roaring fit over some perceived transgression, and was making it nearly impossible for anyone on either side of the counter to get anything accomplished. Despite this, they were able to get us set up and going in a manner, if not quick, at least helpful and friendly.
After we'd driven away, I realized to my dismay that there was so much "fabric freshener" sprayed on the passenger side seat that it was soaking through my jeans. This made me sad, but there was little to be done about it from the outbound traffic jam. Even if we wanted to, returning to the place and attempting to get past godzilla-customer was a nonstarter. So we coped, and when we returned the car on Sunday I mentioned the problem.
The desk guy apologized profusely and handed me a business card on which he wrote and signed off, "next rental 20% off." And I was basically happy. I'd have been OK just with the apology, and appreciated him making the additional gesture.
When I got the inevitable post-rental online survey, it asked if there had been any problems with the car, so I reported the experience including what they had done about it.
Today, I got a letter from them saying, "We understand that our success depends on providing excellent customer service and we are very sorry we fell short this time." It included a certificate for a free upgrade.
Considering that these guys, the couple of times I've rented from them, they have also been able to beat their competitor's pricing by $5-10 a day on the cheapest car classes, I'd say they've done themselves proud and certainly earned another opportunity for my business.