Unlike Ryder/Budget, where clerks undergo computer-based training to handle reservations, process a contract and talk to customers about truck safety, U-Haul dealers train mostly on the job after being briefed on receive-and-dispatch procedures.
Many choices requiring fees are made during the reservations process, but many more — like last-minute seat selection, standby charges and in-flight Wi-Fi — are offered ad hoc during the trip.
Last week, Orbitz, one of the major online travel bookers, announced that it had temporarily reduced its service fees for hotel bookings and that those fees would now be clearly labeled at the start of the reservations process.
On a recent evening, a craft-beer novice said that it tasted a little like grownup Martinelli, but was careful to whisper, because the other twenty-five diners had adopted a hushed reverence — the kind that comes with an extremely competitive reservations process and a long pilgrimage involving the G train.
There is also the matter of when the total price is displayed -- at the start of the reservations process when an Internet user is shopping for a cheap rate, or at the end when a purchase decision is all but made.
But the reservations process, flight crew courtesy and bag handling categories all experienced some slight erosion from the 2017 report.
Customer satisfaction with the reservations process, flight crew courtesy and baggage handling all declined modestly from the 2017 report.
The best part, besides the melt-in-your-mouth whiskey concoctions, is the reservations process.
Promote the service on your website, as well as print and TV ads, and prompt users during the reservations process.
