I was pumping my rental car with gas at a dark self service service station somewhere in the Middle East, and I don’t mean of the United States. The spigot stopped on the pump, the pump went off, and I started off on my way to return my car to the airport rental area.
As I eased onto the highway I noticed that the tank hadn’t actually been filled, but I was at least four litres shy. Well, it’s late at night, my flight leaves in two hours, and I did my best.
You guessed: the rental car company charged me over $75 for those missing litres. Did they take into account that I have rented cars from the same place two or three times per year for the past decade? Did they give me a discount for the dozens of times when I used only four hours of the 24 hours of the final day? Or when I paid for a week but they got the car back in five days?
You know the answer.
But they do have Twitter. And a Facebook page. They have an online community. And 24 hour a day customer service hotlines. And satisfaction surveys and and and.
So much technology, so much process, so why so little common sense on taking the long view of a relationsip?
I’m hoping that this does not sound familiar to you.