Customer Experience – Hertz
Now that I’ve joined the ranks of the traveling professionals, I am getting a first-hand lesson in travel related services. This morning, I had my first experience renting a car as a Hertz #1 Gold Club customer. #1 Gold Club is Hertz’ premium loyalty program. It carries an annual $60 fee, but for business travellers, it is well worth the expense with the ability to bypass the counter at 40 major airports in the US.
It works like this:
- You enroll, indicating your preferred car type, optional coverages and payment method.
- Make your reservation up to 2 hours before pickup time
- Get on the Hertz shuttle at the airport
- The driver asks if you are Hertz #1 Gold. If you are, you give them your name
- They confirm your reservation.
- When you arrive at the Hertz lot, you will see your name and a space# on an electronic board.
- Go to the space where your car is waiting, with the trunk open, and the paperwork inside.
- Show your drivers license and the paperwork at the gate and you are on your way.
Now that’s easy. I’m sure that other car rental companies have similar”bypass the counter” features, but having the trunk open is one of those little things that really differentiates the experience.
What little things are you doing to differentiate the experience for your customers?
Update: Check out Becky Carroll’s follow-up to this post!