Raving about: Adam at National Car Rental

I travel…a lot. Last year (2007) I traveled during 27 different weeks, renting a car at National for many of those days. It’s the life of a Corporate Training Consultant - and I love it! One of the perks is the award miles with airlines, hotels, and car rental agencies, like National.

As a long-standing customer of National, I earn Emerald Executive status every year. There is a higher level and I was sure I had earned it in 2007 so I called National’s Emerald hotline where I met Adam.

Adam took the time to, one by one, count each of my paid rentals, then separately (and again one by one) he counted each of my paid rental days. I couldn’t believe he took the time out of his day to do that to ensure their computers hadn’t made a mistake … and unfortunately, the computers were right I had rented for 83 days and it takes 85 to be an Executive Elite member. Ugh!

Then Adam surprised me again. He said we could challenge the Marketing department to upgrade my status and he started helping me put together my request to be “wish listed.” WOW!!! On top of it, HE submitted it!!!

I haven’t heard back from Marketing yet, Adam said it should take about a week so I have another 6 days to wait…but Adam’s service was above and beyond. Thank you Adam and thank you National Car for keeping employees like Adam in their role!

Feb 12 update: I heard from Adam today, several days earlier than promised. National has approved my status increase in an (this year only) effort to earn more of my business. Congrats, National — YOU HAVE!! Great work, Adam!

This entry was posted on 10. February 2008 at 00:41 and is filed under Hospitality, Customer Service. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response or trackback from your own site.