Sunday, June 03, 2007

Customer experience on a Budget

When I was in Chicago, I rented a car from the (independent) Budget Rent-A-Car location on South Wabash. Not only was the staffer efficient and friendly, they offered the following amenities in their tiny storefront location.

Self-serve gourmet flavored coffee, for free. Beats that burned-pot flavor most places have.

A kiosk where you could get directions, find hotels, and print your boarding pass.

Tip of the day: If you are thinking about the customer's experience, you can find all sorts of small ways to show people that you care. Note to the owners—fix the fluorescent light bulbs. Not only was it headache-inducing for waiting customers, it had to be hard on the staff person. You can't give good customer service with a migraine.

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2 comments:

  1. Stephanie,

    An excellent post about the little things. Many times it's these small gestures that are memorable and get noticed. Thank you for the reminder.

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  2. Bill,
    Thanks for posting. I appreciate your response!
    Best,
    Stephanie

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