Over the years, the car rental industry has consolidated significantly. Recently, I fell prey to the perils of consolidation.
When I went to pick up a reserved rental car, I discovered Avis, Budget, and Payless, who are all owned by the same company, were combined in one building. Although the brands were still distinct, there was only one clerk for all three brands.
It took ninety minutes to obtain my rental car. The management’s focus on slashing payroll expense seemed to trump meeting the needs of their customers.
In Philippians 2:3, Paul teaches, “Do nothing out of selfish ambition or vain conceit. Rather, in humility value others above yourselves.”
If you care about retaining customers, do not consolidate so much that your selfish ambition costs you customers.
