Comments on: U-Haul Experience http://blog.greenpeg.com/2007/09/12/u-haul-experience/ High Impact Customer Service Solutions for IT, Help Desk, and Call Centers. Sat, 31 Jul 2010 15:46:13 +0000 http://wordpress.org/?v=2.1.3 By: Jim Schmidt http://blog.greenpeg.com/2007/09/12/u-haul-experience/#comment-13 Jim Schmidt Wed, 12 Sep 2007 19:48:36 +0000 http://blog.greenpeg.com/2007/09/12/u-haul-experience/#comment-13 Wow! Thank you KM for your very detailed story. This is truly a case study in how to provide abysmal customer service. Although the dead rat and the trash in the newly rented storage space should not have happened, there is an old saying: Shit happens. It is how you clean it up that matters. So, even though this customer engagement got off to a dreadful start, they could have done a number of things to recover and make it up to you, the customer, but they didn’t. There were major accountability failures, attitude problems, leadership issues, process issues, follow-up issues, recovery issues, billing issues and in general, just not giving a damn about their customers. There are even some websites that have popped up about U-Haul such as: http://dontuseuhaul.com. This site sells a bumper sticker about U-Haul that says: “If their customer service doesn’t kill you, their equipment will.� There is also a site dedicated to boycotting U-Haul: http://clanboyd.info/uhaul/ . Perhaps the idea of repeat business is just not a strategy they believe in. Wow! Thank you KM for your very detailed story. This is truly a case study in how to provide abysmal customer service. Although the dead rat and the trash in the newly rented storage space should not have happened, there is an old saying:

Shit happens. It is how you clean it up that matters.

So, even though this customer engagement got off to a dreadful start, they could have done a number of things to recover and make it up to you, the customer, but they didn’t. There were major accountability failures, attitude problems, leadership issues, process issues, follow-up issues, recovery issues, billing issues and in general, just not giving a damn about their customers.

There are even some websites that have popped up about U-Haul such as: http://dontuseuhaul.com. This site sells a bumper sticker about U-Haul that says: “If their customer service doesn’t kill you, their equipment will.� There is also a site dedicated to boycotting U-Haul: http://clanboyd.info/uhaul/ .

Perhaps the idea of repeat business is just not a strategy they believe in.

]]> By: KatyF http://blog.greenpeg.com/2007/09/12/u-haul-experience/#comment-14 KatyF Wed, 12 Sep 2007 20:05:16 +0000 http://blog.greenpeg.com/2007/09/12/u-haul-experience/#comment-14 This story is amazing. What amazes me is that the U Haul Dublin location is busy. Are we becoming immune to bad service, or have folks simply given up on expecting good service? I think it is the latter!! This story is amazing. What amazes me is that the U Haul Dublin location is busy. Are we becoming immune to bad service, or have folks simply given up on expecting good service? I think it is the latter!!

]]> By: Phillip Davis http://blog.greenpeg.com/2007/09/12/u-haul-experience/#comment-17 Phillip Davis Mon, 24 Sep 2007 16:32:25 +0000 http://blog.greenpeg.com/2007/09/12/u-haul-experience/#comment-17 Hey Jim! Just checking in. It's stories like these that gave my mobile storage client PODS the opportunity to grow into an international company in just a few short years. If adjustments are not made in customer service, eventually another provider will find their way in to fill the void. Hey Jim! Just checking in. It’s stories like these that gave my mobile storage client PODS the opportunity to grow into an international company in just a few short years. If adjustments are not made in customer service, eventually another provider will find their way in to fill the void.

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