Derrick M. was a bright young accounting professional looking to start his career with a successful company that offered opportunities for career growth. He had just graduated from the University of Tennessee when he decided to join Enterprise’s East Tennessee Region office in Knoxville in 2012. A year later, his promising career hit a bump in the road.
“I found out that the path to success isn’t always easy, especially early in your career as you learn a new business and adapt to the culture of the company,” Derrick says. “I was struggling with what my next steps would be at Enterprise.”
Excellent customer service is in full bloom at Enterprise branches all across the Hawaiian islands these days—and it’s no accident. Customer satisfaction scores are now consistently hitting the corporate average (and nudging even higher) as the result of a high-profile effort to reach 100 percent customer satisfaction.
An eye-catching pin, with “100%” emblazoned atop a golden hibiscus bloom, has become the official symbol of the Hawaii Group’s commitment to outstanding service. Worn by every customer-facing member of the team, the pin serves as a reminder to “deliver the best service we can, 100 percent of the time,” says Dan S., Vice President/General Manager.
A little of both if you ask Accountant Vala G., Accounting Supervisor Barrie K. and Intern Gwenan P. from Enterprise Southwest England, who all went skydiving to raise funds for the U.K. Pituitary Foundation.
Vala learned about the opportunity when staff from the Pituitary Foundation visited their office.
“I like trying new things and thought skydiving would be fun. I did have some doubts when I was hanging out of the plane, but by then it was too late,” says Vala who convinced Gwenan and Barrie to jump with her.
Enterprise Truck Rental Account Specialist Chad W. knows that it’s the little things that can make someone’s day. Case in point, he recently went above and beyond for a customer who had lost a very special item, and the customer wrote a letter of thanks for his help. Read on to learn more about Chad’s story, and his advice for providing great customer service every day.
Q: How long have you worked for Enterprise?
A: All together, I’ve been with the company for three years. I spent a little more than two years working in Fleet Management before I joined Truck Rental in Pittsburgh, Pennsylvania almost a year ago.
Enterprise Management Trainee Olivia D. is an exception.
The New Brunswick, Canada MT was selected to represent Team Canada this summer at the 2015 International Women’s Rugby Super Series, where they took on New Zealand, the United States and England. Team Canada put up a good fight, but New Zealand ultimately took home the world championship trophy.
For the past three years, Enterprise employees in the Philadelphia Group have helped the South Jersey Field of Dreams organization write its own script, and the major plotline involves helping individuals with physical and mental disabilities play baseball.
At the field where everyone’s a winner, players of all abilities enjoy one of America’s favorite pastimes on a handicap-accessible baseball diamond. With an infield and dugouts that are wheelchair and walker-friendly, the experience is a big hit for players, volunteers and fans alike.
A customer wrote an email to Enterprise to express his appreciation for our Huntsville, Alabama airport Branch Manager Cecilia C.’s efforts, who went above and beyond the call of duty during his recent visit to the branch. Learn more in our Q&A with Cecilia:
Q: How long have you worked for Enterprise?
A: I joined the Enterprise team in 2007 through Enterprise Holdings’ acquisition of National and Alamo. Altogether, I have worked for Enterprise and Alamo for the past 22 years.
I think there are many things that can be attributed to our growth that have kept us ahead of the competition. We have worked hard to make our brands stronger than ever through continued investments in locations, technology and marketing.
In addition, we continue to invest in our most important asset – our people – which helps us provide incredible service to our customers. Because of this level of customer service, our brands have taken the top three spots in the J.D. Power study three years in a row. And as we all know, customer service drives growth.
Last October, Team Canada held its first countrywide Diversity and Inclusion Team meeting with representatives from all operating groups in Canada.
“Driving diversity and inclusion within our business is of utmost importance,” says Assistant Vice President of Human Resources Chris T. “This national team will be instrumental in keeping diversity and inclusion front-of-mind in Canada.”