What "We try harder" really means
Stephen Blanchette
www.avis.com
After returning my Avis rental car to their lot at the Miami Airport and as I waited in line to check in for my flight, I realized I had left my house keys in the returned vehicle. Before I could reach for my mobile phone, it began ringing. "Mr. Blanchette, we wanted to let you know we just found your keys..." After completing my check-in, I returned to curbside and awaited the next Avis bus, as instructed. When I boarded the bus, I explained the situation and driver drove me directly to lost & found office on the Avis lot. An agent was waiting for the bus to arrive, handed me my keys and the driver took me directly back to my terminal in plenty of time for my flight.
Why was the experience great?
First, a clear and compelling service promise. Second, empowered employees who really take that promise to heart.
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