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Hats off to Hertz. I rented a car from them at John Wayne Airport (Orange County, CA) on Friday. The gent who handed me my key at the remote pick-up point, I discovered in a brief conversation, is 82! I’d wager that the fellow who checked my contract and let me out of the garage was about the same age. Whether or not this has any bearing on the heated immigrant debate is not clear. I simply wish to commend Hertz for creating a fantastic win-win situation. The guys both seemed glad to be out and about and of some use; Hertz doubtless benefits from conscientious and generally cheerful employees who presumably are not taking home a king’s ransom.

More: In the “little things” department—there are no little things in Service-Experience World—more Hertz kudos for exceptional driving directions, readily produced, that put Mapquest to shame. (LA and environs are a damn good test.)

As I wrote that last I realized anew how valuable I believe the word-idea of “experience” to be. To me, it’s light years beyond “semantic difference.” “Experience” conjures up a different plot line entirely from “service.” It’s helped me in my own work—the seminars—to adopt the word-idea “experience.”

Tom Peters posted this on 03/29 on his site at


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