Behind every Enterprise employee is a unique career history and personal story. Being able to harness those experiences to connect with customers is a unique skill – one Mia S., a Management Trainee in Colorado, is a master of.
As a U.S. Army veteran herself, Mia made an instant connection with one customer who was traveling to Denver to reunite with his fellow servicemen.
She left such an impression that the customer was compelled to write a letter of recognition about his interaction with Mia.
The U.S. Air Force veteran, who was stationed in Thailand in 1971, made a trip to Denver to reunite with his fellow airmen for the first time since they served together. He was looking forward to reconnecting with old friends, reminiscing and celebrating their service time.
Mia approaches customer service with a distinct point of view: turning transactions into interactions. She takes ownership of the customer experience, something she learned both from the Army and from her Group’s Regional Vice President, Jimmy H.
With this work ethic in mind, Mia offered the customer and his wife assistance with their rental and immediately struck up conversation.
“I was myself,” says Mia of the customer interaction. “I make a concerted effort to be friendly, talkative, and most importantly, to listen. Conversation comes naturally to me, and it often helps to build mutual respect and ease the stress that often comes with travel.”
The feeling of respect was spurred by the customer sharing his military roots with Mia, who served in the U.S. Army for six years managing supply logistics in a medical unit.
“I could tell he was incredibly proud of serving his country and genuinely excited to be on this trip,” says Mia. “I’m glad we shared a moment swapping stories, and I was able to get him on his way. And I’m grateful he took the time to write a letter of appreciation for my service – both with the Army and Enterprise. It’s refreshing to hear from a customer.”
Tips to make an impact
Creating meaningful customer experiences like Mia did with the Air Force veteran can be a challenge when working busy days in daily rental.
When facing the fatigue of busyness, Mia reflects on the Soldier’s Creed from the Army: “I will never accept defeat. I will never quit.”
Mia also draws energy from those around her. “My coworkers and managers help me stay focused,” explains Mia. “And the fact that our company’s values align with my own is motivating.”
Mia strives to empathize with each customer, which helps her understand why someone is renting and what need is being filled. By recognizing each individual customer, Mia can deliver better service.
“Building relationships and focusing on the interaction are the most important things I do,” explains Mia. “This allows me to uncover and then meet the customer’s needs.”