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Customer Service

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The Customer Isn’t Always Right

Not caving to a customer with a blatant agenda may have consequences, especially for a small rental company that relies on stellar Yelp ratings to advertise. But business integrity must prevail.

September 15, 2016

Not caving to a customer with a blatant agenda may have consequences, especially for a small rental company that relies on stellar Yelp ratings to advertise. But business integrity must prevail.

Tags: Customer Service, Alaska, Customer Satisfaction, customer relationship, Yelp, CSI, Online Review Websites

Author: Chris Brown | Posted @ Thursday, September 15, 2016 4:07 PM | » Comments(0)

$3 Weekly Car Rental Rates are Unsustainable

Better technology, education, transparency, and a way to show the correlation between price and customer service are needed.

May 3, 2016

Better technology, education, transparency, and a way to show the correlation between price and customer service are needed.

Tags: Customer Service, Rental Rates, CarTrawler, car rental demand, Auto Europe, Brokers

Author: Chris Brown | Posted @ Tuesday, May 3, 2016 10:38 AM | » Comments(9)

The Ripple Effect of a Positive Customer Service Experience

They say customer service is the new marketing. A recent experience on Virgin America validates that point.

January 25, 2016

They say customer service is the new marketing. A recent experience on Virgin America validates that point.

Tags: Customer Service, Customer Loyalty

Author: Chris Brown | Posted @ Monday, January 25, 2016 2:33 PM | » Comments(1)

Has Consolidation Killed the Car Rental Entrepreneur?

In the midst of a new round of car rental company buyouts, the successful independent is becoming a rare commodity.

August 25, 2014

In the midst of a new round of car rental company buyouts, the successful independent is becoming a rare commodity.

Tags: Consolidation, Customer Service, Rental Rates, Customer Satisfaction

Author: Chris Brown | Posted @ Monday, August 25, 2014 10:00 AM | » Comments(5)

Are Renters Exhibiting a Creeping Sense of Entitlement?

Some say this attitude is more prevalent in the millennial generation. Trend or not, your focus should be on dealing with it effectively.

July 22, 2014

Some say this attitude is more prevalent in the millennial generation. Trend or not, your focus should be on dealing with it effectively.

Tags: Customer Service, Millennials

Author: Chris Brown | Posted @ Tuesday, July 22, 2014 12:00 AM | » Comments(4)

The Truth, to Power (Part Two)

J.D. (Dave) Power opens up on customer engagement, right and wrong sales tactics, the power of information and the evolution of how we buy cars. (Part two.)

June 11, 2014

J.D. (Dave) Power opens up on customer engagement, right and wrong sales tactics, the power of information and the evolution of how we buy cars.

Tags: dealerships, Customer Service, J.D. Power & Associates

Author: Chris Brown | Posted @ Wednesday, June 11, 2014 12:00 AM | » Comments(0)

Fighting the Stigma of Car Rental Commoditization

Digging into the J.D. Power and Associates Rental Car Satisfaction Study reveals ways to combat the low-rate game, as well as one proven tip for improving your customer satisfaction score.

November 9, 2012

Digging into the J.D. Power and Associates Rental Car Satisfaction Study reveals ways to combat the low-rate game, as well as one proven tip for improving your customer satisfaction score.

Tags: Customer Service, Customer Satisfaction, J.D. Power and Associates Rental Car Satisfaction

Author: Chris Brown | Posted @ Friday, November 9, 2012 12:00 AM | » Comments(1)

How Did Goliath Slay David?

The results of the 2012 J.D. Power and Associates Rental Car Satisfaction Study bring the issue of the smaller and larger brands into focus.

November 9, 2012

The results of the 2012 J.D. Power and Associates Rental Car Satisfaction Study bring the issue of the smaller and larger brands into focus.

Tags: Enterprise Rent-A-Car, J.D. Power, Hertz, Alamo Rent A Car, Avis, National Car Rental, Enterprise Holdings, ACE Rent A Car, Customer Service, Customer Satisfaction

Author: Chris Brown | Posted @ Friday, November 9, 2012 12:00 AM | » Comments(0)

How Did Ace Rent A Car Win the 2011 Rental Car Satisfaction Study?

In a year in which the industry increased its overall score for the second year in a row, an independent takes the prize.

November 15, 2011

In a year in which the industry increased its overall score for the second year in a row, an independent takes the prize.

Tags: J.D. Power, Customer Service, Customer Satisfaction, ACE Rent A Car

Author: Chris Brown | Posted @ Tuesday, November 15, 2011 12:00 AM | » Comments(0)

JDPA Rental Car Satisfaction Study: Behind the Numbers

November 17, 2010

Stuart Greif, the director of the study for J.D. Power and Associates, drills down past the circle scores to analyze the factors that produced this year’s results. Factor number one—the economy, stupid!

Tags: Enterprise Rent-A-Car, Customer Service, Avis, Airport Rentals, Advantage Rent A Car, Dollar Thrifty Automotive Group

Author: Chris Brown | Posted @ Wednesday, November 17, 2010 9:16 AM | » Comments(1)

In honor of Thanksgiving, pre-printed rental agreements and one classic, funny movie.

November 25, 2009

It's hard to know what a customer has been through before he gets to the counter.

Tags: Customer Service

Author: Chris Brown | Posted @ Wednesday, November 25, 2009 8:18 AM | » Comments(0)

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