Originally Posted by
ECKOA6
I looked at the thread title and knew this had to be about the CHM desk before even opening the thread. Im surprised any Avis manager would want to risk a argument with a CHM memeber, though its good to see that the CHM's desk did a great job in handeling this situation
The problem is some avis managers dont know that the person they are talking to is a Chairman. Plus with the watering down of the chairman pool, there has been alot of "unchairmanlike" behavior exhibited by renters as of late (according to sources). whether out of frustration, or straight contempt, it is still uncalled for considering the standards we lived by. Also, just food for thought, this complaint isnt handled by the chairmans desk. it may be fielded there, but complaints by Chairmen are handled by New Jersey. Each CHM complaint is read by Diane Karl, who is within earshot of the president of Avis Budget Group. I got ONE complaint from a chairman case, and it wasnt the chairman who complained, but it was a national conference call. Man talk about overkill! The chairman flew in on a private jet, we left the car with the Private Jet ground service, which is a common thing, and the ground service didnt call us to tell us he picked it up. 10am EST the next day, I got a wakeup call from my DM, who got a wakeup call from his Regional, who got a wakeup call from New Jersey wondering what the heck happened.
Originally Posted by
uibd
I agree, good stuff. I also like to drop lines to the desk to let me know about good employees. I'm not sure how much good it does, but I'd like to think that they get recognition.
YES!! they do get recognition. Write a letter, best, call-okay, email eh...okay. But if you write a letter, mail it in, it really counts alot towards that location.
In the letter, email, or call, provide the following informaiton- Name of the employee/employees, rental agreement number, what they did, how it affected you or made your life easier/happier, even for a moment.
Every employee that gets a complement, gets $25 dollars, its like a TIP that you dont have to give! Complement letters add up and when an employee gets so many complement letters, they get a "living the values award" worth 100 dollars, or a "horizon" award, worth 500 dollars. The top rep in the nation (customer praise wise) gets honored with what amounts to a 5,000 dollar vacation to the national awards ceremony in New Jersey where they are honored for their service.
Also, Every day, there is nationwide letters and comments sent to every employee. Any employee who gets their name mentioned in one of those nationwide mailings, gets 100 bucks, and the managers of that location gets 100 bucks.
On the flip side, writing a nasty letter is the WORST thing a location can get. Emails are one thing, phone calls are one thing, but when someoen takes the time to put blood and venom to paper, throw a stamp on it, and mail it in........... It can ruin a locations week, and enough of them triggers a faster QA inspection interval, as well as spot inspections by directors.