hey miles Beckler here and in this video
we're gonna talk about the importance of
by Hertz rental car company so I'm in
the Bay Area I had meetings with clients
and teammates over the last few days and
I rented a car from SFO Airport so on
the drive to my first stop across the
bay about 35 miles away
we had a gigantic pine cone fall and
land in the windshield take a look now
this is crazy like it's literally
directly in front of my line of sight
and it makes it incredibly difficult to
see the road and at night I literally
could not even drive the vehicle so what
I ended up doing is calling the
emergency roadside assistance number
that was in my pamphlet they told me
sorry we can't help you you need to call
the store you got it from so I called
the San Francisco office where I got
this from and I got no answer at all so
I called another store that was right
next to it I found on Google they said
sorry I can't help you call the store
nearest you they'll help I called the
store nearest me to see if they would
help I told her my story and instantly
she said I'm gonna have to charge you
more and I said are you even able to
help me she said you know you're gonna
have to pay more that's it like I can't
do anything I just have to charge you
more and I understand I might be liable
for this which I'm knocks my credit card
insurance is gonna pay for this but
here's what happened right there were
four opportunities for this company for
someone of this company to acknowledge
me and say wow you're a valued customer
I'm really sorry to hear about that
situation that arose let me help you
figure this out - they could have
swapped out my car for me any one of
these stores or people could have
assisted me in this process and they
chose not to so now I'm driving a car
back oh here's the kicker right to do
all my driving around I ended up
borrowing a car from family because I
needed to be able to drive around safely
and this was not it so here I am finally
returning the car and after this I'm
gonna get in touch with the district
manager and let them know about the
story because they need to understand so
what does this have to do with you and
your business right well first of all
it's of the utmost importance for you to
treat every single customer no matter
what they've purchased as if they're
your best customer you never know who
your customers are and what
of platforms your customers have so this
video is now going out in the ethers as
Hertz rental car fail in the title and
I'm definitely gonna be sharing this
with my facebook platform my Twitter
platform and I'm gonna get the word out
about what has happened to me and how
badly I was treated funny thing is I
don't have the biggest platform but
everyone I know travels for business
non-stop and we rent a lot of cars so
I'm gonna be able to impact the ideas
and the kind of kind of the choices that
some of their prime customers are gonna
make because of the way I was treated so
how do you do great customer service
it's simple you treat every single
person as they want to be treated
whether they bought a seventeen dollar
ebook from you or a thousand dollar
coaching course if they have a problem
you respond quickly you take ownership
of those problems and you make sure you
get to a resolution that's great for
your customer even if it means it costs
you a little bit money it takes a little
bit more of your time because leaving
your customers feeling great about your
service is a way to get more business
and sometimes if they would have treated
me great and they would've give me a
white glove treatment they would have
picked up the car and dropped me off
another one and said yeah no problem
we're gonna take care of this by the way
there's an additional surcharge but
don't worry I'll have this taken care of
for you
this video would be very different this
video would be about the excellent
customer service and how to perform
excellent customer service by Hertz
rental car but instead it's a
recommendation to not use Hertz rental
car in the United States of America
because they don't stand behind their
product and they really don't care about
their customers so as you move forward
in your business remember customer
service is extremely important and every
customer no matter how big or how small
is your best customer treat them as such
and that's all for the video thanks for
your time go ahead and click Subscribe
go ahead and leave me a comment if you
had any sort of situations and I'm going
to safely get this car back to the
rental car shop and I'm out of here
thanks again
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