Poor Service at Big-1 Car Rental:
Poor Service at Big-1 Car Rental Part I:
Blowing the Whistle on the Franchise Operator
As the assistant director for human resources at the Pleasanton assembly plant of the Continental Car Corporation (CCC), you are responsible for helping the plant manager, Frank Page, in a variety of tasks. Today he calls you in to take care of a problem that has him visibly annoyed—probably more annoyed than you have ever seen him.
“The Big-1 Car Rental Agency at the airport has really done it this time,” Page says. “Yesterday we had a couple of VPs from a Japanese firm in here, along with an American who represents them out of San Francisco. After lunch, McConkey, the American fellow, and I were walking together out of the restaurant when suddenly he starts telling me about the terrible problems they’d had with the CCC rental car we’d reserved for them at the airport. Seems the heating system didn’t work after the first five minutes, so they were freezing during the whole of the 45-minute ride from the Minneapolis—St. Paul airport. But that wasn’t all. The car made some funny noises and just wasn’t running well. Naturally, the polite Japanese didn’t say a word, but McConkey didn’t hesitate to say how unhappy and embarrassed he was about the heater not working. Well, if he was embarrassed, can you imagine how embarrassed I was? I didn’t know what to say to the Japanese. What a fine way to advertise our products. Yes, sir. Let them see for themselves how wonderful CCC automobiles really are!”
You shake your head. “They must have been miserable riding without a heater all the way back from the airport in this 10-degree weather . . . really impressed with CCC’s quality!”
Frank Page nods. “And it isn’t as if this is the first time that the Big-1 Agency at the Twin Cities airport has given out visitors lousy service. Several vendors have had problems lately, and have let people in the plant know about it. Why, Manuel Lopez was just complaining to me last week about the poor maintenance on the cars from the airport outlet. Some incident with reps from the Zorelco Company who got a car that had ten things wrong with it. Lopez finally called in and had the agency come out with another car.”
“Actually, the complaints have been coming in for several months at least,” you reply. “I remember Joe Bomarito telling me some horror story about a high-mileage car from the Big-1 Agency about the time the addition was being put on the front reception area.”
“That’s a full seven months ago,” Page says tersely. “Enough. We have a sufficient history of complaints on the airport franchise. Now we’re going to do something about it.”
“So what do you want me to do?” you ask. “Go see the manager at the airport agency?”
“No. There’s no point in dealing with him. I believe he’s proved his incompetence beyond a doubt. Any outfit that consistently rents poorly maintained cars is running a sloppy operation. I want something to happen. The best-made car in the world won’t run well if it’s not serviced properly. This Big-1 Agency is causing us an image problem.”
“And of course we can’t take out airport business anywhere else,” you note.
“We have no choice,” replies Page. “We can only rent CCC products at the Twin Cities airport by dealing with this outfit. That’s why I want to blow the whistle on them—make sure that they get their act cleaned up—NOW.”
“So we go to the top, to corporate headquarters?”
“Right,” Frank Page says firmly. “I want you to write a letter to the general manager of the Rental Division of Big-1 in New York City.”
“You don’t want to start giving him chapter and verse on our problems, do you?” you wonder.
“No, I sure don’t. We haven’t kept any records anyway. Look, Continental Car Corporation and the Big-1 Car Rental Company do a lot of business together. I just want to let the corporate people at Big-1 know that this is an intolerable situation and they’d better do something about it. Get their guys out here to look at this airport franchise. See how the place is being run.”
“Got it,” you reply as you head back to your desk to draft the letter for Page’s signature.
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