We recently spoke to Branch Manager Eric C. who manages an Enterprise branch in Canoga Park, California. One of Eric’s customers wrote to Enterprise to express her appreciation for Eric, who went above and beyond the call of duty during her recent rental.
How long have you worked for Enterprise?
I’ve been with Enterprise since 2011. I joined as a Management Trainee Intern during my last semester of college at California State University. Since then, I’ve worked in three different regions in Southern California and now manage the Canoga Park branch in the San Fernando Valley. My experience as an intern really helped to shape my career. The hands on experience taught me about the business, and leadership helped to develop my management skills to get me where I am today.
What do you remember about the customer and her situation?
A customer called the branch in a crisis a few months back with an immediate need for a rental. She hit a parked car while trying to avoid a dog. At the time of the accident, she was returning to a nearby hospital where her father was on life support in the intensive care unit. It was clear she was under a lot of stress so I wanted to make her experience with Enterprise as seamless as possible – with quick service and compassion for her situation.
What did you do to help?
She initially called on a Saturday morning — a day when we’re open for only three hours yet handle about 40 contracts — so I knew it was going to be a busy day before I even answered the phone. But after hearing what took place and the circumstances with her father, I knew we had to step up our customer service.
Within 20 minutes, we picked her up at the hospital in the car she’d be renting and brought her back to the branch where everything was ready to go. Knowing she didn’t want to be away from her father any longer than necessary, we expedited her service and she was on her way back to the hospital within five minutes.
It was a long process to get her car fixed and she ended up having the rental car for 81 days. Under those stressful circumstances, I knew it was more important than ever to provide professional and caring service.
What advice can you give others about providing exceptional service?
Do your best to offer each and every customer personalized service because you never know what life is like in someone else’s shoes. Some customers may enter the branch happy while others were just involved in a car accident. No matter what type of mood our customers arrive in, though, it’s our job to make sure they leave as happy as possible.