When I rent a car, I too often find myself waiting in line for the service desk, wondering why my car wasn’t ready and waiting for me, as promised. 

Now I can test my hypotheses against the real world experience of this week’s guest, Eric Smuda. He led customer experience practices for two different giants of the rental car industry, Avis Budget Group and Hertz. He draws back the black curtain, and reveals what it’s like to deliver a car to a customer, from behind the scenes.