How much is it worth to get recognized in public just for being thoughtful?
Hard to say. On the other hand, what’s it worth to know that a TV personality (or for that matter, *any* customer) will use your company’s service forever (or until you blow it)?
In my mind, a lot.
Since specifics are nice, consider that person might rent a car twice a year for just one day. I figure that might be $80-200 depending on the rental. Multiply that times 20, 30 or 40 years and it adds up.
Now imagine that it happens because just one of your staff members is helpful, thoughtful and does something that really costs you *nothing*. The ROI on thoughtful is pretty good.
Christopher Elliott gave Alamo Rent-a-Car a great testimonial on a major media not long ago because someone at Alamo upgraded his car without him asking, for no cost, simply because of where he was going.
What was *that* testimonial worth? When I walk by Alamo this week in Kalispell, Las Vegas, Seattle and Salt Lake – you can bet I’ll remember it. I wonder how many other viewers will remember…
Quite a strategy that counter person had, thinking about their customers’ welfare and the experience they might have while using their company’s product.
Imagine if it had gone the other way. If he’d gotten stuck, been late, had car trouble that was no fault of the car or Alamo, but simply had troubles because he didn’t rent “enough” vehicle.
Which way do your people think while helping a customer? Is that what you’d want if your grandmother was your customer?