Assistant Manager Nikki Wilcox of the Enterprise branch at the Boise Airport in Idaho provided such exceptional customer service that she inspired a military customer — Sgt. 1st Class K. Wyman — to present her with a Peace Vanguard coin, an award his division of the military bestows upon individuals who go above and beyond. Only 25 to 30 civilians receive the award each year.
“Nikki was presented a coin due to her exemplary performance in handling our needs and requirements,” says Wyman. “This was the smoothest and quickest rental I have encountered since I began using Enterprise in 2008. Her professionalism, knowledge and outstanding service are not found every day.”
Q: Tell us about this particular customer. A: He came in to pay for five large SUVs. I had originally helped him make the reservation over the phone, so when he arrived at the office I took care of him. He had five people arriving for flight training at Gowen Field Air National Guard Base, and they each needed a vehicle for a month.
Q: Was it a fairly straightforward process, or were there any roadblocks along the way? A: [Wyman’s] secretary made the reservation a month in advance and we had several email exchanges throughout the process. He did ask if they could leave the SUVs at the airport overnight, and typically we don’t have extra parking space there. It wasn’t ideal, but we made it happen so that when his team landed they could grab their keys and go straight to their cars.
The day he came in, things were really busy at our location. I was juggling a lot of things at once when Sgt. Wyman arrived, but he was very understanding.
Then the computer crashed. We just kept laughing and joking to keep the mood light.
Q: You obviously impressed this customer with your service. What extra steps did you take to wow him? A: I did some extra work to ease one of his concerns. During an earlier rental, one of his trainees got a rock chip in his windshield on one of the training missions, and it took time away from his training. Because of that incident, the customer asked if we could send someone to Gowen Field if minor damage occurred. I asked our chip repairman if he’d travel to the base if needed, and he said, ‘No problem.’ The customer was satisfied knowing he wouldn’t have to change out vehicles for something that minor.
Q:What three words describe your approach to customer service? A: Consistent. Upbeat. Personable.