Split-Flap Counters
Every rental counter on a clacking departures board, flipped by its customers' own words.
The job
Gives every rental counter an honest weekly status from what renters write about queues, hard selling, cars not ready, surprise deposits or swapped car classes. The station manager makes one written commitment, checked the next Friday, with rival brands at the same airport shown alongside.
The moment
At the Monday shift briefing, every rental counter appears on a clacking board like an airport departures board. One counter's status flips from on time to "HARD SELL".
Underneath, renters' own words clack out: 11 say they were pushed into full insurance. The rival brand two counters away still shows on time.
The station manager commits to "no insurance pitch after the first no".
Two Fridays later, the counter flips back to on time and is stamped as a kept commitment. Three renters praise an agent who explained everything with no pressure.
What it does
- Write the station commitment
- Stamp the week (KEPT / STILL LATE)
- Draft a coaching card
- Send the shift brief
- Read praise verbatims aloud
What you see
Animated split-flap departures board for the TV (status line + clacking verbatim line + rival row), per-counter pages, an exceptions-only shift brief and weekly KEPT / STILL LATE stamps
What it moves
Share of counters on time each week, mentions of hard selling, queues or cars not ready per 1,000 rentals per station, how often commitments are kept, and star ratings on public maps against the rival brand at the same airport.
Built for
- Branch, store & field managers
- CX leaders & VoC
- Frontline staff
