Think Customer Service Doesn't Exist? You Haven't Met Jay

"There's no such thing as good customer service anymore!" Those words came across the table from a colleague over dinner recently.

What do you think? It's certainly not too difficult to find evidence to back her position.

I had to disagree, however. Turns out she never met Jay.

I'm writing this blog entry tonight from a hotel in the Hartford, Connecticut area. I've had the privilege in the last six months to work with executives at CIGNA on how to more effectively sponsor projects. The initiative has brought me to the Hartford-Bradley airport roughly 2-4 times a month so the bed I sit on as I type tonight feels all too familiar.

Yet there's one part of this trip I always look forward to. It's renting from Dollar Rent a Car. Dollar? Yes you read that right. I rent from Dollar every trip to Hartford.

In fact, when I'm on the road just about anywhere these days I give Dollar the first look. It's not only that they're usually one of the least expensive options at most airports. I like that I get mileage credit for my airline frequent flyer program but I could get that at most other rental companies.

Why do I rent from Dollar? Because of Jay.

The first time I came here I rented from Dollar because I hate to waste to money and they were far less expensive than the other options. But it was on that first trip that I met Jay.

In an industry notorious for long lines and marginal service, Jay stood out immediately. He had energy. He engaged in conversation beyond, "Credit card and license, please" yet without wasting time. He made the insurance and refueling options clear to the point I actually understood them--almost to the point I wanted to buy insurance for the first time in my career! Almost. :) Though I didn't bite on those up charges, Jay sold me on an upgrade to a vehicle that better matched my height without outgrowing my wallet.

Well, big deal, you might be thinking. He had a good day. Well, Jay must be having a good year. Next time I visited, he remembered me. He remembered things we had talked about. He remembered how I liked the slightly bigger vehicle without forking over a lot of extra money. He got me through the line as fast as I've ever made it. Most importantly, I left feeling really good about the experience of renting from Dollar.

Most trips now he has paperwork waiting for me because he reads through the reservation list ahead of time. He works to keep the car I want on hold. He engages in focused communication without delaying me or other customers. And he keeps me wanting to come back and rent from Dollar.

Here's the deal.... I know I'm not any more special than other frequent renters. Jay just makes us feel that way. Turns out he's one of the top commissioned employees for Dollar in Hartford because he makes us all want to come back.

The Jay Formula:

• Be energetic


• Show interest


• Make it a great experience


• Remember the customer


• Take extra special care of your best customers

Customer service still lives, and you can find it at Dollar in Hartford. If you go that way, tell Jay that Andy Kaufman says, "Hi!"

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posted by Andy at 10:19 PM