Ready for this? It may soon happen to your company.
An angry Hertz rental car customer shot this two-minute video at a Hertz pavilion in the Ft. Lauderdale airport. It shows an employee of the company walk away from the counter leaving—and literally saluting—about 15 frustrated customers.
The angry customer stuck his camera in her face and demanded an explanation. She replied, “I’m off-the-clock sir.” Not good.
The video is currently on CNN’s iReport Web site. It was posted one week ago. More than 1,200 people have viewed it; 38 viewers left comments.
Most of those comments disparage Hertz and its customer service. The company’s manager of public affairs also left a comment. Read it after the video.
This is Paula Rivera, Hertz’s PR person. We appreciate the video posted online about Mr. Nemcoff’s experience at Fort Lauderdale Airport. It’s always helpful to get feedback on one’s experience with Hertz. While there are numerous explanations surrounding Mr. Nemcoff’s time with Hertz, none negate the overall experience and wait time he and the other customers had with us.
Hertz is in the process of reengineering its operations and one area we are intensely focused on is the customer experience and alleviating the time one spends in line while renting a car and we certainly will take this video and Mr. Nemcoff’s experience into consideration as we move forward.
Hertz offers a variety of ways to help get customers to their cars quickly—online checking and Hertz #1 Club Gold service, for example—both of which help expedite the rental process or, as in the case of Gold, bypass lines all together. Feedback is extremely valuable to Hertz and we encourage all customers to take our customer survey so that we can get real time feedback and correct any issues as they arise.
Paula Rivera Manager, Public Affairs