Thursday, November 29, 2012

Expectations

Not a repo story, but from my car rental days. Customer had an odd expectation. It turned into a funny conversation.

Situation: There had been an ice storm. Many people had damaged cars. Rental cars were in short supply as they were almost all rented.

Note: Some insurance companies reimburse more than others for a rental car. You want as much of a daily allowance as possible, and you want there to be at least 20 days, if not 30, of consecutive reimbursable days.


A gentleman walked in to the facility and announced he needed to rent a car. Sure enough, we had received computer confirmation moments prior that his insurance company would offer to pay $25 per day towards a rental car.

At that moment in time, we had a Ford Explorer, and a Dodge Grand Caravan. Both vehicles, as negotiated by his insurance company, could be rented for $39.99 per day (plus applicable taxes, of course!). This was a good bargain - at the time, the retail price for either would have been $89.99 per day!

The renter seemed dismayed at this news as he chewed over in his head the thought of paying $20 per day out of pocket for the rental vehicle ($19.49 per day to be exact). He thought things over for a moment with a twisted scowl. Then a thought went across his face!

Renter: "But hey, my insurance company just made a reservation for me for a $25/day car!"

Nice try!

Me: "Sorry - they did not make a reservation. A reservation entails a specific class of car at a specific price on a specific day and time. Your insurance company simply sent notification that if you rented a car, they would pay up to $25 per day towards that rental."

Renter: "So what did they send you?"

Me: "Basically a voucher for up to $25 per day."

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Renter chews this over for a moment. As it turned out, at that point in time, a second renter showed up and rented the minivan. This is important in a moment!
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Renter: "So which car will you be renting me for $25 per day?"

Another nice try!

Me: "We do not currently have an available car that would rent for $25 per day or less."

Renter: "So which one are you making an over ride decision on to rent to me for $25?"

Me: "Hate to say it, but neither. Given the ice storm and all the damaged cars, there is no way I can offer five free upgrades. If you choose not to rent the car, it will be rented in a few moments at the fair market price to the next customer."

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The renter chews this one over. The door dings as another potential customer walks in and takes his place in line. My renter notices this, and gets a very surprised look on his face.

Renter: "I'll take the... whichever one you have left."


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