I couldn’t believe it — i experienced extravagant service AT THE AIRPORT. Normally I use Thrifty rental car. Today i showed up without a reservation at the ATL Thrifty. All they had were mini-vans for $90+. I passed and went next door to Enterprise (just cause it was closest). It turns out they had cars, at a reasonable price and get this, i didn’t have to wait in any line as a ‘regular’ customer. Check-out in the airport took less than 5 minutes. I found my way to the curbside pick-up for the shuttle. As i crossed the walk one was just leaving, so i was bummed thinking it would be quite some time before another would come, however, the next one was there in und5 minutes. As i loaded the driver asked for my last name along with the other ‘regular’ customers. the ride to the car lot took less than 5 minutes. As i walked off the shuttle, there a was a line of agents waiting with clip boards displaying last names, to my surprise, my name was one of them. [i have never been greeted anywhere with a sign displaying my last name, however, i have contemplated accepting a ride that was meant for others.] the agent greeted me, walked me personally to the car, opened the door so that i could sit inside out of the rain while he completed the paperwork in less than 5 minutes. of course he did his duty to ‘up-sell’ me another car, but when i declined he was actually cool about it and still treated me better than a ‘regular’ customer. i needed a map, he didn’t have one but he RAN inside, grabbed one and gave me directions to my desired location in less than 5 minutes (actually it was less than 60 seconds before he returned). the whole experience was so great, i definitely plan to use Enterprise again — Good-bye Thrifty.
i was left with the notion that i ought to tip everyone involved, but that isn’t what they were looking for. they just wanted to serve their regular customer. incredible!
what is so remarkable is that they really didn’t do anything all that spectacular other than they just cared to do their work very well in the most basic areas.
how many opportunities do we have in our environments to serve others extravagantly in simple ways that would leave them experiencing what i just experienced? do you serve your boss this way? do you serve your church this way? do you server your customers this way? do you serve your family this way?
what a challenge – what can you come up with to serve others extravagantly in the simple things?
I had a similar experience to this with a budget rental car depot at the Indianapolis airport about a couple months back. I was particularly impressed by the elderly “looking” shuttle driver who refused to let Aimee or I load either of our bags ourselves. I felt bad for him not realizing how much crap Aimee packs but he was more than happy to do it, in fact he was excited. I actually tried to tip him but he refused stating “it wasn’t necessary, just enjoy the short ride and have a great time on vacation.” The rest of the staff was helpful as well but it certainly does a lot for loyalty with such experiences. Oh and I also am not a supporter of American Airlines. At least there horrible service is consistent I suppose!