Wednesday, April 15, 2009

Why Zipcar has the best customer service

Remember my harried post the other day where I described how rushed I felt on Monday morning? Not to mention that a garbage truck parked in my Zipcar spot, potentially preventing me from parking it in time so that I wouldn't be charged a $50 late fee. 

Well, an incredible thing happened to me today because of that post and because of how much Zipcar cares about its customers.

I got an email from a customer service rep at Zipcar DC that explained the following:

Dear Erin,

I saw your blog post the other day where you mentioned Zipcar! That is awesome. Just to clarify, if the Zipcar spot is taken by a non-Zipcar (like a garbage truck) give us a call and let us know. This way your account won't be charged a late fee and if you need to park the Zipcar in a different spot, then we can contact the next member. Let me know if you have any thoughts.


Laura Eve Kobroff (Zipcar DC)

Now, I can't remember the last time I had customer service of this caliber. Can you?? Regardless, my impression of the company - while consistently positive - just shot up to an entirely new level. In the last hour, I've told half of my colleagues and posted to Facebook about this wonderful email from Laura.

I hope more companies realize the power of personal communications such as these with the people who use their products and services. Excellence in this area are the deciding factor between a good company and a great one.

PS: Thanks Laura!!


  1. this is fantastic! and definitely makes me want to go sign up... was on the fence before, but that kind of service speaks volumes.

  2. Zipcar is truly fantastic. I so agree :)

  3. Funny, I did just that (called Zipcar) when I was having trouble filling up the gas to the car (the card wasn't working) on Saturday, May 9th. [The car had less than 1/4 tank of gas when I got into the car, and reported that to Zipcar] I spent over 20 minutes at the gas station working with the attendant there, but had to press on to IKEA.

    At Ikea, I called Zipcar and told the man of my problem. He assured me that I could use my own credit card and be reimbursed. The problem was: by the time I made it back to a gas station and filled up and got back on the road, the car would be late. He tried to extend the reservation, but someone booked the car directly behind me. He stated that it was more important to get the car back on-time. He stated that he would note it in my account, so that I would not be charged, etc.

    I did exactly as he suggested, and was able to get the car back with just a few minutes to spare (with limited gas). I left a note for the next people, who were not there yet (I felt so terrible, as I know how it feels to get into a car with less than a 1/4 tank!).

    Well, that next Monday (the 11th), Laura Eve Kobroff of Zipcar DC emailed me stating that it was reported that the car had less than 1/4 tank and a warning that I could be subject to fees.

    I promptly responded to her stating the above story, and to check into my account (and get back with me via phone or email). It's now Friday (the 15th) and she has not responded back to my inquiry.

    So while she states to you, "Let me know if you have any thoughts," she hasn't had the courtesy to respond to my email: perhaps I just need to blog about it.