Beware, there is a rant coming on! Just been to Enterprise Cars to pick up a car for four days that I had booked online last week. I’ve used them a couple of times recently and they have been okay. First time I had to wait half an hour for the car and the second time I had to wait about 15 – 20 minutes. Bit annoying as its my time but hey ho! I use rental cars a lot and spend between £200 – £300 per month. I was giving them one last chance to see if I could get my car on time this time before moving on to someone else.

I turn up and get asked for additional ID to my driving licence. Fair enough. Only last time I was told it wasn’t needed as I ‘d already shown it the first time I’d booked – hope you are following this? So, of course, this time I don’t take it. Now I can’t take the car as they have changed the policy as another customer has probably not returned a car! Their point not mine. I say “I’ve walked a mile to get the car and I’m not walking back to just walk back again.” Blank look on the guys face. Don’t get me wrong, he has been polite but you can’t help thinking this guy has been sucked into the corporate approach to annoyed customers which is a ‘can’t do anything about it madam but with a smile.’

I refuse to hire the car and cancel. They could have done all sorts of things to sort this out but were not interested, were not creative enough. I’m a regular customer, where is there advocacy program? When delivering customer experience it has to be consistent, the customer cannot be kept guessing at what the new rule is. They have spent an enormous amount of money on getting me attracted to them only to forget that once I have bought a few times. As I was leaving he said ” its a rule thats come from above.” That is not an explanation its an excuse. I pity people who are in jobs where they blame people above and believe truly that that is just the way it works.

The experience is oh so traditional, oh so mundane and oh so dangerous. Not for me, I have plenty of choice but for them, there are only so many consumers around! What’s more intriguing is that on the coffee table in reception is a book on exceeding customer expectations…how ironic!