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Spotlight on Service: Enterprise Management Trainee Lauri M.

LauriWe recently caught up with Enterprise Management Trainee Lauri M. to learn more about her customer service philosophy and how she creates positive customer interactions. Lauri works at a neighborhood branch in Reading, Pennsylvania and assisted a customer who had been in a harrowing multi-vehicle accident and had to rent a car from Enterprise. The customer was so impressed with Lauri’s customer service, he wrote a letter to Enterprise Holdings CEO and President Pam Nicholson.

Q: What drew you to the company and to the Management Trainee position?

A: I started with Enterprise in October 2014. I had heard great things about it from a friend and liked the career progression within the organization. You can really go anywhere in the company! I also enjoy that you get to learn how to run and manage your own business.

Q: Tell us about this particular customer and your interaction.

A: The customer came to our office the day after he had been in a terrible accident involving eight cars. Many of the people in the accident had been sent to the hospital, but luckily he was okay and just needed a rental, as his car was totaled. I could tell he was still upset about the whole event and in a hurry to get home. After picking him up at his hotel, I got his paperwork completed as efficiently as possible and just listened to him. I did my best to make him feel more comfortable and get him what he needed, especially since he was in town on business and didn’t have family or friends around.

Q: What motivates you to go above and beyond for your customers?

A: I try to treat people the way I want to be treated. Most of the customers I interact with come in because they have an issue with their own vehicle, not because they are on vacation. I want to help make their experience a positive one.

Q: How do you keep frustrated customers satisfied?

A: I like to give customers a lot of different options and ask questions to figure out what would make them feel the most comfortable. Once I have a good understanding of their situation and their needs, I try to execute quickly and efficiently so they have a good experience and hopefully come back to us in the future.

Q: In your opinion, what sets Enterprise apart from the competition?

A: Enterprise employees are very friendly and really go above and beyond for every customer. We also offer our customers a variety of travel and transportation solutions – this includes everything from Car Sales to Truck Rental.

Q: What’s your favorite part about your job?

A: I love interacting with customers. Every day is something different. I get to meet so many wonderful people and help find solutions to their problems. Making a customer smile is such a rewarding experience and makes me feel really good about what I do.

Q: What three words describe your approach to customer service?

A: Friendly, personable, punctual.