Someone Special at Payless!

August 6, 2002

Dear Ms. Eason:

Last week I rented a car from the Payless franchise in Atlanta, Georgia. After driving 2 ½ hours into the mountains and doing some running around for my 84 year old mother, I noticed that a "service engine" light was on in the car. Since I was in the mountains and so far from Atlanta and would need to be returning a few days later for an early morning flight, you can image how nervous I was about the condition of the car. I called Atlanta Payless and spoke to Michelle Jones. After explaining my concerns, Ms. Jones immediately requested my phone number so that my mother would not incur long distance charges for my call. She called back within a few minutes and had me speak with John Whitaker. After listening to my problem and asking a number of questions, Mr. Whitaker said that he didn't think it was anything critical but since I was concerned would drive another car up to me. You can imagine how surprised and pleased I was that these two people were s worried about my comfort level. Ms. Jones called back to let me know exactly when Mr. Whitaker was leaving and again later on that day to make sure that I had received the replacement car. Mr. Whitaker was not only extremely professional, but told me to please call if I encountered any other problems.

I will always use Payless from now on. I have been extremely impressed by al the staff in Atlanta and especially with Michelle Jones and John Whitaker. They have certainly sold your company to me!

People are always quick to complain, so I wanted to make sure that you also heard the good news about the people that work for Payless!

Susanne Lindstrom
Miami, FL