All company's have values and mission statements.
One day soon enough when I am interviewing for a management position they will ask me which one of our values is most important to me. And i promise you right now, my reply will not be " our door is always open" in fact i'm pretty sure that is the most miserable value jack taylor and the board of directors could have ever came up with.

Now maybe my negativity is directly related to the fact that i just haven't been feeling well all day, but i'm pretty sure its not. I mean, i'm all about helping customers out to the best of my ability. I will do what i can to make the process of getting into a rental as easy as possible (because i know as well as most how much it sucks to not have a car... a reliable car) but it gets to a point where customers begin to take advantage of you.

Case in point: Yes we will pick you up and bring you back to the office to rent a car. Yes we will even deliver a car to the body shop you are putting your car into. Yes we will even bill your insurance company directly so no money comes our of your pocket.

but the requests that customers come up with is just ridiculous.

For one customer, we even picked her up on a saturday. But when it came to returning the vehicle she wanted us to come pick it up from her house. And then she wanted us to just forget about the 1/2 tank of gas she shorted us. And then she wanted us to hold her ticket for a week so her husband could come down from deleware to pay the bill. That was the point where i basically (wanted to) say.. are you fucking kidding me?

Then just today I had a customer call to let us know he made a reservation for next tuesday, and he needed to be picked up. Ok great, we can do that. Then he informed me he will be back at 6 pm on thursday and will need to be driven home. So i politely informed him that we close at 6, and if he was going to need a ride home we would need him to return by 5:30, 5:45 at the latest. His response? " well i would love for that too, but i'm coming from Virginia, so there will probably be traffic"

As if its not enough that we already work 10+ hour days to accomodate our shops and customers needs but know i have to go out of my way, and stay late to get you a ride home. fuck that.

I say this all now. But i know this time next week I will be driving that jackass home. Why? Because everything in the enterprise world revolves around ESQI. Four little letters can make or break a branch. ESQI= Enterprise Service Quality Index. Both god and the devil. It makes you a slave to your customers. Doing everything you can just short of selling your soul to make sure every customer that comes through your doors is absolutely, 100% completely satisfied. Anything less is just crap. It is that one little measurement that allows your customers to make you dance like a puppet.

I'm not a person that enjoys being treated like a doormat, and sometimes what i have to do for customers makes me feel one.

So, yes i might pick you up. But if you are getting back at 6pm you damn well better find your own way home.