Lesley is the best. A number of years ago my wife and I were returning from one side of the island to the other and hit a pothole and got a flat. Unfortunately, there was no jack in the car, but someone stopped by and helped. We got to the hotel and got cleaned up and took off to grab dinner. Upon arriving we realized another tire was going down. We called Kenny's (actually someone in the restaurant called for us) and were told to grab a seat and a beverage and it would be taken care of. Not long afterward, Lesley showed up, apologized profusely, and informed us he had changed the tire and made sure we had another spare and a jack. Had that been one of the big rental companies we likely would still be waiting.

I am a Marketing professor at a large University in the US and I tell that story every semester as an example of superior customer service.