I missed the call by seconds and checked the voicemail to find a booking we had made for a client had been cancelled and so there was no car ready for them so you can imagine my first reaction on realising in the peak season a clients holiday might be ruined.
The good news is it wasn't and highlights how things can be fixed.
So what happened next highlights how a potential holiday disaster can be turned around when good customer service kicks in.
Jucy found a vehicle at their airport depot and put our clients into a taxi (they got the taxi to agree to a $30 rate instead of $70) and so they got away quickly.
From our end I contacted the guys at Baystay B&B to give them a welcome drink of wine or other treat.
We also credited them for a wine tour to apologise for the inconvenience
In the end the clients got the rental car with some inconvenience and got away on their holiday.
Thanks Jucy Rental for having such great customer service.
The last bit which will happen over the next week is we will trace back through the system to see what went wrong with the booking and put in place systems to stop this happening again.
As always when things go wrong it pays to sort out the customer first then work out what went wrong afterwards to avoid the situation repeating again.
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