Wednesday, June 11, 2008

How to keep customers (happy)

In my previous post about The great holiday ripp-off... I spoke about Expedia and Hertz, on baby car seat rental charges and thought I'd let you know the rest.

I've complained to both companies about the doubful practice of allowing you to rent a device to make your children safe while refusing to let you know how much it will call you. Hertz came back to me (only after I threated to blog about it) and said they will refund me EUR33 -half of the charge.

And as good news never comes alone, Expedia also called me back because I complained my rental accomodation was far from being clean (we had to bleach-wash the fridge before storing anything). They will refund me £200 on my holiday bill, which is much welcome.

Note to self: I should have known better, since a great feature of the Expedia web-site is that it allows clients to rate their hotels/cottages. This is good use of the Web 2.0, I really like it.

So while it's best to make sure you don't make your customers unhappy in the first place, Hertz and Expedia deserve brownie points for addressing my complaints.

My advice: ALWAYS write to the customer department. It's not only that you might be compensated but it's also a service to the company (poor service will kill a service company) and other customers.

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