Recently I had two very different experiences even though I was delivered the same incentive for using the same service at the same business.
Scenario-1
Scenario-1
The car rental company that I use gave me a loyalty card that would be punched every time I rent with them. Once I had taken five rentals, it was promised that the sixth one would be free. Since I rent quite often the D-day presented itself pretty soon enough. So I happily presented my card in anticipation of my free rental. The customer care representative Mr. A looked surprised at first, as if I was the only one ever to have achieved that feat but he was polite enough to say that the company would honor the offer and they would take care of it once I return the car.
I went ahead with my business and on the day of return, I handed the contract papers to another representative, she quickly made some entries on her computer and said your bill is ‘x’ dollars. I had to remind her that it was my sixth rental at their location and Mr. A had assured me, it’s free and will be taken care of at return. She appeared clueless and then informed that Mr. A was not in the office that day so she would check with him and take care of it as required.
