 |
A project to make businesses more aware of their customer experience, and how to fix it. By Mark Hurst. |
| About Mark Hurst | Mark's Gel Conference | New York Times Story on This Is Broken | Newsletter: Subscribe | RSS Feed |
Search this site:
Categories:
- Advertising
- Current Affairs
- Customer Service
- Fixed
- Food and Drink
- Just for Fun
- Misc
- Not broken
- Place
- Product Design
- Signs
- Travel
- Web/Tech
Previous: Xbox message | Main | Next: Hand dryer icon
March 27, 2006 12:03 AM
Broken: Hertz "Gold Customer" line
This customer service line at a Hertz car rental irritated me to no end. Seeing this sign (reading "Hertz #1 Gold Customers" with an arrow pointing to the right), I dutifully stood in line on the right for 15 minutes, only to be told by a surly clerk that the Gold desk was downstairs.
Yes, the arrow actually meant not to get in line on the right, but to pass through the unmarked door behind and to the right.
This helpful sign taped to the door as an afterthought, with tiny all-cap letters, described what the sign failed to hint at.
You stood in line for fifteen minutes and didn't see the sign on the door? I'm sorry but if I were a "Gold Member" I would have at least politely interupted the desk clerk and inquired about my status. Better signage - surely. Better use of ones time - positively. You get what you don't allow others to take. In this case it was your time you allowed to pass.
Shouldn't a "gold member" be able to use the "not-so-special" lines anyway? I mean, when you got to the front of the line, why couldn't they help you?
Hertz new ad slogan: At least we're honest about something. (hurts)I'm guessing this is at an airport, and everything concerning airports is broken.
At least you had 15 minutes of the Hertz #1 Gold Experience! If it were me, though, after I found out I should go through a door to the basement as a '#1 Gold Customer' I'd have asked where the Avis counter was.
I was at the Airport last week & paid a $2.00 deposit to use a luggage cart. Funny, there was no where to return it in the parking garage. Like most people I have better things to do than walk all the way back thru the terminal to collect my money. My deposit was turned into rent!
Sounds like the same principle at work with the Gold Member thing.
They're counting on the fact that most people have lives and won't bother to save a few bucks especially after a long flight.
Evil trickery I say!
I love how big corporations pay lots of cash to "educated" people in suits to think up squillion-dollar branding and wording and signage only to have the grunts at the desks turn the whole thing into a scrap-yard.
Actually I don't love it. But you have to laugh. Oh, and rent cars from somewhere less lame.
I'm with Ojay. It doesn't seem very "gold" to be sending their best customers to the basement with questionable signage.
Broken Gold Member system; confusing signage.
it wouldn't have been so bad if the door had at least been open. I cant think of any other situation were opening any closed door in a store is reccomended behavior. especially the imposing metal ones, generally it's just a closet and some clerk yells at you.
To "~":
You're one of those ****heads that leaves shopping carts in empty parking spaces when the lot doesn't have a corral nearby, aren't you? Jerk. Take the walk. You probably need the exercise anyway.
Comments on this entry are closed
Previous: Xbox message | Main | Next: Hand dryer icon
truth hertz
Posted by: gmangw at March 27, 2006 12:20 AM