How's your day?

I had the pleasure of the new management advertising updates of the New Era of Making Customers Happy by emailing most recently 40 pages of press releases from stock market prices on top car rentals, ours included, to Hybrid cars will be available at Avis soon to new government laws making car rentals more expensive to Old Management and New Management having meetings to discusss the company's plan for success. Like I care. I'll just read the Cliff Notes labeled "How All This Effects the Ability to do my Job". That's all I care about.

I PO'ed a couple customers today. One wanted to pay in cash at the end of the rental and just pick up their car from us w/out paying a thing. That's not how it works and they released the f-word a few times before leaving. I was close to explaining that if they don't stop cussing at me I will call security, but they took the consumer's affairs # and left. I said, Please do call customer service because the reservation line should not tell people we take cash upfront.

Then some lady said she needed the spare set of keys that she knows we have here because her 4-year-old son locked the doors with the keys inside. Couldn't find the spare set anywhere. Will have to call a locksmith to open door and make her another key, and she will have to pay the locksmith for his sevices and keys made. She disagrees that SHE should have to pay for keys because it is our fault we don't have spares. Explained she could have been in possession of the spares when she rented the car. She calls back declaring she found the car dealership on her own, not from me, and was informed they are closed (Guess why I didn't give her the # to the car dealership). Someone gets the door open and keys are nowhere in the car. Since she can't have the spare set, she wants to exchange cars. Now, not only will she be paying for new keys made by the dealership, she will have to pay for the towing. That set her off demanding the manager, the owner, the corporate office, anyone who will say she doesn't have to pay for all this. Next she demands the owner to personally drive to her another car. No, owner is at home, in bed most likely and I'm not waking him up. Manager says she pays and if she doesn't like our customers service, she can call roadside assistance for a better locksmith, so that is the end of my phone calls to higher authority. Tell roadside when they call that the lady has been told she pays for everything we do for her and put guy on hold to help customers at the counter After I call the towing company to set up this exchange, she calls to complain I never called her back. I was on the phone with the towing company. And no, we don't own the tow truck, we have a contract with the company so we get a special rate. She wants the rate. Don't know until the tow company gives us a bill and the owner handles that so I can't say what precisley he does with the bills he gets. Had to call the towing people and the make the poor girl fill out another form to change the exchange to a car recovery. So she comes to get the new car, complains the owner never showed up with her new car, and tells me for the 100th time she ain't paying for anything cause I'm imcompetent and it is our fault we don't have spare keys to all cars, and she is never renting from us again and telling all her friends not to rent from us cause we have bad customer service. Yeah, well, she can type her problems on the CNN tickertape for all I care, she will have this same problem at any other car rental, I guarentee that. And she will pay or she will be placed on the Do Not Rent List and can't rent from us again, I can guarentee that too.

I am tempted to look for a job that has no contact with people, but really, what job exists that has not contact with people in some shape or form. Better go to bed now. Bye!