Management Makes a Difference

August 23, 2011 at 2:12 PM | Posted in Annals of Management | 2 Comments
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I was at the Gold desk of Hertz at the Detroit Airport this morning receiving particularly gracious service. I had been noticing this pleasant level of service of late thereĀ and asked the lady helping me if there had been a change in management. She smiled and said, yes there had been a change. I said that it was very noticeable and that I appreciated it. She was demonstrably pleased.

In the past I have Tweeted about how far Hertz had fallen from their long-time perch as the premier car rental company. The service had bordered on nasty and now doves have descendedĀ on Detroit Metro.

Management makes a difference – one way or another.

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