Elijah A., Management Trainee in St. Louis, has an approach to customer service that serves him and his customers well: always stay calm, even in the midst of chaos.
When a family’s car began giving them issues on their nine-hour journey to grandma and grandpa’s house for a Thanksgiving celebration, they searched for the nearest Enterprise location, and it was Elijah who greeted them.
“We made it there within 20 minutes of closing,” wrote the customer. “We were assisted by Elijah who got us a rental without a reservation quickly and easily for our family to make it from Chicago to Arkansas.”
Elijah was happy to help.
“Something I was taught from management and always try to implement is ‘no doesn’t exist; let’s find a solution,’” says Elijah. “I listened to the family and found out what their specific needs were, such as room for all their luggage.”
Elijah worked swiftly to give the family options before they settled on a rental fit for the remainder of their trek.
“Elijah also allowed us to keep our car at the Enterprise location until we could figure out how to get it home,” wrote the customer. “He made our journey a safe, successful trip.”
And just like that, to grandma’s house they went.
A personal approach
An integral part of customer service for Elijah is treating every customer like a person, not a transaction. He always makes sure to have an intentional, personal conversation with each customer.
“People appreciate feeling heard and valued,” he says. “When you connect with customers on a personal level, they don’t see a large company, but a local company going a long way to serve its customers.”
The road to customer service
Branch Manager Amanda H. worked alongside Elijah that day.
“Amanda is a great manager and always puts customer service first and ensures every customer is happy with their experience no matter what situation brought them into the branch,” says Elijah. “My team has the same mentality; we’re going to find something that works and we’re always happy to do it.”
A typical Enterprise branch will go 15 minutes out to pick up a customer, but because Elijah’s branch is located in a unique, more remote location, his team travels farther.
“Enterprise creates a great environment for my team to showcase our customer service,” he says.
Elijah hopes to continue down the road of exemplary customer service and looks forward to all the stops along the way – Assistant Manager, Branch Manager and eventually Area Manager.
Should he hit any road bumps in his journey, he knows Enterprise’s collaborative environment will pick him up and get him right back on his career path.
Want to join our team of customer service superheroes? We’re hiring! Apply now.