Up until recently, Sally was a Branch Manager in the Tulsa region before taking on a new role for the Car Sales team. While working in rental, Sally’s kindness and focus on service inspired a customer who frequently visited her branch to write to Enterprise Holdings CEO and President Pam Nicholson about his experiences.
The Detroit airport shuttle bus driver is affectionately known as “Candyman,” not only because of his sweet charm but also because he generously hands out candy to all of his passengers – surprising them with a boost of “fun” at every interaction.
“I’ve been serving candy ever since I started with Enterprise ten years ago,” says Candyman. “I pride myself in making sure customers have a memorable shuttle ride. From the moment they board my bus, I greet them with complimentary candy and play popular music so they can hopefully leave in a better mood. Some customers even dance their way off the bus, which is a sure sign that they’ve had a good time.”
We 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.
Millennials are driving a surge in rental car customer satisfaction, according to the J.D. Power 2015 North America Rental Car Satisfaction Study. Study findings show that rental car satisfaction has reached its highest peak since J.D. Power began its current methodology in 2006, with Enterprise claiming the top spot among car rental brands for the second straight year.
A customer, an Atlanta media personality, shared a recent Enterprise rental experience in an article she wrote in a local publication. In the article, she praised Management Assistant Kiley K. for her quick thinking and can-do attitude. Kiley turned this particular customer’s bad experience into a positive one, with a few simple actions. Read on to hear it from Kiley’s perspective:
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.
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.
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.
Simply mention the Management Training program to Céline R., and she has trouble containing her enthusiasm. “Oh my gosh, it changed my life,” she says.
It’s not really an exaggeration, notes the Assistant Manager of the Enterprise Rent-A-Car branch at Gare de Lyon in Paris, France. When Céline first learned about the MT program at a college job fair a couple of years ago, she’d never even heard of Enterprise before.