My Experience Today With Hertz; How to Create a Memorable Customer Experience

Today I flew to Chicago on business.  United Airlines was late…again.  That’s a story for another day however.  Outside of baggage claim I boarded the Hertz courtesy shuttle and was taken to their facility.  When I arrived I located my name on the Gold Member board.  It specified the stall my car was located in.  As I walked up to the car I noticed that the trunk was open.  This is not unusual; Hertz often does this for Gold Members.  What was different was that the car’s engine was running.  I was literally stunned because this has never happened to me before.  Since it was a cold and dreary day this meant that the heater was running.  This in turn meant that I would get into a nice warm car instead of freezing for five minutes while the car warmed up. 

I thought about this experience in light of all that I’ve been considering about creating memorable customer experiences.  Whoever at Hertz put the rental documents into my car and opened the trunk anticipated that I might appreciate having a nice warm car to get into and provided it.  He or she was right.  It’s the kind of service Ritz Carlton would be proud of.  In fact I’m impressed enough to write this posting in praise of Hertz.  That is no small thing; I’m pretty hard to impress these days. 

My challenge to you as competitors in the ophthalmic marketplace is how many ways can you come up with to make the most routine things that happen in your practice positively memorable for your patients/customers.  How many patient needs can you anticipate and provide before they are asked for?  How many ways can you think of to impress patients with your level of caring for them?  Today, someone at Hertz in Chicago obvioulsly figured one out.  It made my day.

0 Responses to “My Experience Today With Hertz; How to Create a Memorable Customer Experience”

  1. Leave a Comment

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google photo

You are commenting using your Google account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s

About Arthur De Gennaro

My friends call me Art. Welcome to my blog. In this space you’ll find information and comments on the ophthalmology world, the optical industry, the hearing industry and medical practice management. My intent is to provide information you can use to improve your business and your own performance. Please visit often and feel free to join the discussions by leaving comments.

You can learn more about me and my consulting company, Arthur De Gennaro & Associates, LLC by visiting my web site www.adegennaro.com

Search by Date Posted

February 2011

%d bloggers like this: