At Enterprise I’ve learned the importance of building great customer relationships. Because we are always going above and beyond for every customer we have a lot of regular renters who I love to help. In return these great relationships have helped us grow our store’s fleet of cars and I’m extremely proud to be a part of our growth!!!
Every day Enterprise employees strive to provide exceptional customer service – looking for ways to go above and beyond, especially in stressful situations.
Coty Vincent walked in to a Tulsa, Oklahoma Enterprise last week. Overwhelmed after being the victim of a hit-and-run collision, and with 11-month-old twins in tow, she was greeted by Management Trainee John G.
Continue reading Be A John: Customer service gone viral
‘As I write this letter, I am crying tears of joy. I could not let the year end without telling you how wonderful your … staff is.’
It was those simple words in a letter of appreciation from longtime Enterprise customer Ms. Merry that unraveled a much deeper story of customer service and friendship.
We recently caught up with Randy F. to learn more about his customer service philosophy and how he creates positive customer interactions. Randy is a Service Agent at an Enterprise branch in Belvidere, IL.
Randy became a local hero by saving a customer’s life when she stopped breathing in the car he was driving. Despite the intense pressure, Randy remained calm and was able to get the customer the medical attention she needed. As a token of her appreciation, the customer helped recognize Randy during a City Council Committee meeting with the mayor of the city, which was featured in the Belvidere local news.
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.