The Outcome is in Your Attitude

by Angela Ware

I recently relearned the importance of keeping a positive attitude in the midst of an unpleasant circumstance.

In preparation for a recent business trip I logged on to a popular travel site to find the most cost effective car rental company to meet my needs and save on expenses. After viewing all of my options, I made my decision and booked my car. Great! I’ve saved the client some money and secured dependable transportation for myself. Or did I?

Yes, I did book a car with, let’s call them Rental Car, and the price was the second lowest price of all of the companies listed. But that is where the fairytale ends.

I arrived at Oakland International Airport and proceeded to the Rental Car Shuttle service. While riding the shuttle I noticed that the rental car company I had chosen was not listed on any of the shuttle signage. I asked the driver if this was the correct shuttle for Rental Car. He said, “Yes.” He went on to tell me that I would need to call Rental Car once we arrived at the shuttle station. I smiled and said, “Thank you for your help.”

Upon arrival, I called Rental Car and, sure enough, within five minutes they had a company van out front to pick me up. Apparently Rental Car did not park their vehicles on the same lot as the other companies.

After driving four blocks we turned into a motel parking lot. That was a clue!

In front of the motel was a small sign reading Rental Car. I couldn’t help but to ask the driver, “Is this the correct location?” To which he replied, “Yes, mama”. I smiled and said thank you and proceeded to the rental “counter” where I met an agent who was clearly bored with her job. We completed the required paperwork and I smiled and thanked her for her help. Before walking to my car I asked if I could get a local map, only to learn that they do not have maps. I smiled and said, “Thank you.”

A gentleman, also clearly bored with his job, pulled my car around. The car had not been washed. The interior had stains and smelled of smoke. I asked for another car, only to learn that this was the only car available.

Upon returning to the rental “counter,” which was a pop-up table, to cancel my reservation, the woman explained that it was too late to cancel my reservations without penalty and that it was not there policy to take noncustomers to the shuttle station. I smiled, said thank you and went to give the rental another look in the hopes that it had transformed while I was inside.

After two or three minutes the agent came outside. She thanked me for being so polite to everyone during an unpleasant circumstance. She agreed to cancel my reservation without penalty and the driver volunteered to take me back to the shuttle station.

Needless to say an agent for a company that is known to try harder got me into a clean, fresh smelling car with a local map. For this, I smiled and said, “Thank you.”