Link This | Email this | Blog This | Comments (1)

Changing the conflict resolution procedure
March 7, 2008

In a previous blog we discussed a change in the conflict resolution procedure at a car rental company and my reaction. In this case when I tried to use the procedure I had used in the past – it had changed. I was told that a tires slow leak which existed when I rented the car was my problem.

But after rattling off my facts and figures about my loyalty they changed their tune or so I thought. But anytime a customer starts rattling off facts and figures about their loyalty you know something is wrong.

I thought everything was OK until I returned the airport and was told to inside to the counter because I had damaged the car. I went into the counter explained the situation and was told I was not being charged NOW, but would be contacted in a few weeks after the damage was assessed. I WAS NOT HAPPY

True to their word I was sent a letter saying the DAMAGE was being reviewed and I would be sent a bill once the damage was assessed. I called them and had to explain the situation again. NOT HAPPY.

The take home story here is tread slowly and carefully when you start changing the conflict resolution procedure. Monitor carefully to see your customers reactions and if there is any chance of losing loyal customers. If there is you better find a better solution.

Posted by Howie Fenton on March 7, 2008 | Comments (1)