Best and Worst Car Rental Experiences?

Question

I recently began a job where I'll be managing the counter representatives at a car rental agency. While I have management experience, I don't have it in this particular field. To be successful, and to better train my staff in customer service, please share your best and worst car rental experiences. Thanks!

Answer 1

Best

  After going to the same area for business trips, the car company moved my car to the #1 rental spot, (small airport, right outside of exit doors).  The would recognize me and when I came to the line, someone would immediately call me to the front and give me my keys.  It made me feel like an important customer.

Worst

   I receved a car that had major problems - anyone who had rented it or even driven it could hear the problems.  I started driving it, had to turn around, go back to airport, get back in line, ask for another car, they wanted to hear the problem....etc. etc. etc.  It took me over 2 hours to get out of the place!