The TakecaraU! Campaign!

 When did we become a country of corporations employing so many people who DO NOT CARE? Each of us, I know, has a customer service nightmare story! I hear about them everyday when I'm speaking in organizations or talking with friends. A day does not go by without a story of yet another customer--in every segment of business-- disappointed with the service they've received. How and why did we get to this?

Recently, I was attending a convention in Orlando. I had decided to fly to Tampa a day before the convention to spend time with my 86 year old parents.  Work had been really stressful, and spending time with Mom and Dad while cherished, was not really a way to lessen my stress. I decided to give myself a treat--I would rent a convertible while in Florida. It would be a symbolic reminder of the "playtime" I so hungered for in my busy life.

After landing in Tampa, I went to the Enterprise Rent-A-Car booth and secured my convertible. It was a white Sebring with a black roof. Great looking.  When I opened the trunk, something did not look right.  I have rented Sebring's before. There is a certain way that the security latches have to be in place. I called the attendant over from Enterprise to take a look. He made some adjustments and assured me the convertible would now work fine. Of course, we didn't try it. Problem # 1.

It was about 107 degrees (okay 93) in Tampa. I decided before leaving the Enterprise parking lot that it was just too hot to put the top down.  When I got out on the highway, however, I decided that putting the top down was really symbolic for me--remember--playtime. I pulled to the side of the road, and pushed the button to release the top.

Windows down, check. Top started lifting, check. Everything seemed fine. Until the top went completely vertical. It would not go any farther. It looked like a big claw sticking straight up in the air. Beads of sweat were forming on my forehead-some from the heat, the rest from panic.  What if the roof wouldn't go back down? Pretty sure you cannot drive a car this way.

After several tries (and an exhale of relief), the top did go back down.  I continued my drive to my parents home in New Port Richey, FL, which is about 45 minutes from the Tampa airport.

When I got to Mom and Dad's, I called the phone number on my contract with Enterprise. I got into an automated web--never did get a real live person.  This went on for about an hour. I finally called the 1-800 number which sent me to the local office in New Port Richey.

Heidi at the New Port Richey office answered. I told her of my dilemma. Her first question was "why are you not calling the Tampa office?" I let her know I had tried and that I had been in an "automated spin" for the last hour.  "That's really weird," Heidi said. "I've been calling them all day and I haven't had any problem."

Good to know. My blood pressure is rising.

 It was now almost 5 p.m. I had been working on this for one full hour. Mom and Dad were anxious to go to dinner. We were already past the time for the Early Bird special pricing.Crisis continues.  Heidi got back on the phone and promised me I would get a return phone call from the Tampa office..

There was not a call back.

I called again to try to get through to Tampa. Nothing. Same automated spin.

Finally, again I called the 1-800 number, feeling somewhat like a stalker, and Mom and Dad now fully pacing since we're not in the car going to dinner.

My call was yet again forwarded to the New Port Richey office. This time I got Morgan;  person number two to whom I'm telling my story of woe. 

This part is amazing. You'll think I'm making this up. Sadly, I'm not.

Morgan listened intently to my story. His response was, "Yes Mrs. O'Brien, I fully understand your frustration. It's kinda like buyin' a toy at Toys R Us and getting it home, and it doesn't work." 

I am not kidding. That was really his response. My blood pressure is now at full tilt.

"Um, NO Morgan. It is NOTHING like that," I rebuked. This is a $300cost/ day of symbolic freedom for me!" Now I was in a full rant.

"Well, maybe what you need to do is drive the car back to the Tampa airport and exchange it.  You didn't rent the car from this location, Tampa really needs to help you and ... we close at 5 p.m.," Morgan offered.

I cannot believe it.  I have 24 hours of symbolic freedom, which I am rapidly losing AND I am watching two 86 year olds pacing because we're not at dinner. I have a convertible that frankly, DOES NOT CONVERT.

Morgan decided to call the Tampa Office for me and promised I would receive a return phone call. He was true to his word. Shortly thereafter, I got a call from Kevin at the Tampa Enterprise Office.

"Mrs. O'Brien, tell me what happened," Kevin said apologetically.  This is now the third time I'm telling the story, and when I did, Kevin, the night manager, had this to offer.

"Oh Mrs. O'Brien I am really sorry. This should never have happened. I will leave a message for the manager tomorrow morning because I cannot get a vehicle to you tonight.  It may be difficult for him to get a vehicle to you in New Port Richey. Perhaps you could meet us at Veteran's Parkway and 54?"

Wait a second... is this not the company with the slogan "We'll pick you up?"

I told Kevin that tomorrow morning would be fine but that meeting them anywhere except the driveway where I was would not be fine.  I reminded him of his own company's slogan and told him that they could "pick me up" in a convertible that actually converted! Then they could drive themselves back in the car that I had with the fully vertical top!

The call ended.

Next morning at 7 a.m. I got a call from Joey, the daytime manager.  He too asked me to tell him the story and was very apologetic.  Without missing a beat he said, "Mrs. O'Brien, we're going to make this right. I'm not sure how yet, but I am going to find you a car, and it will be delivered to you by 8 a.m."

Is this really the same company? I cannot believe it.  I said to Joey, "Joey, why did everyone else make this so difficult? I am not an unreasonable person. You listened and seem to be executing a solution. Why does this not happen company-wide, and why don't you suggest that everyone behave like YOU do?"

Here is his response... and in the moment, a light bulb went on for me.

"I wish I could, Mrs. O'Brien. But I don't have a big enough voice  to make a difference."

Wow. There it is. There's the answer.  There are two things we have done to employees in this country.

1. We have tied the hands of employees so tightly they cannot make any decisions because they are not empowered.
2. We have learned to accept mediocrity or less than mediocrity.

The good news is that Joey did exactly what he said he would do.  He found a car--a red Mustang convertible. He had his associate, Andy Larson drive the car to me at my parents home.  When Andy arrived, he too asked for the story, shaking his head in disbelief as I told him all that had happened. Andy gave me his personal cell phone number. He told me to call him personally with ANY ISSUES, and pleaded that I give Enterprise another chance to earn my trust.

Every story needs a good ending. This story has one.  This experience has called me to do something about the service in this country. I know even in my own business, there have been times where I have not offered my absolute best. That STOPS TODAY.  Today is the beginning of the TakecaraU Campaign.

Many of you know I wrote a book a couple of years ago called Takecara U.  It is a problem solving process utilizing the curriculum of C.A.R.E (Contemplation, Acceptance, Responsibility, Extension).  Takecara U is now going to become a countrywide customer service campaign.  Still working out the details but I'm asking you to join.  When you do, I will be sending you a free TakecaraU band and/or button that you'll wear with pride because you've made the promise to offer your BEST SERVICE everyday!

Join me, will you?  I'm remembering that as of today we're all in this together.  You have my promise ...  I am here to TAKECARA U!

Maureen O'Brien, CEO

































For more information on the acceleration of women in business go to http://maureenobrienspeaks.com