Though hurricane season runs from June to November in Florida, there is no off season for exceptional customer service.
On a Friday afternoon shortly before closing time a Truck Rental Branch in Pensacola, Florida prepared to assist a customer in a dire time of need.
Heading to the Bahamas with relief supplies for his family and others devastated by Hurricane Dorian, the strongest hurricane on record in the country’s history, the customer’s personal truck and trailer were loaded to the brim with emergency supplies and food when suddenly they began experiencing mechanical troubles.
“It quickly became apparent that we needed to swap vehicles,” says the customer. “Enterprise is always my go-to for car and truck rentals, so we reached out to the closest location that rented larger vehicles.”
The customer spoke with a Truck Rental Account Specialist, requesting a same-day reservation and with desperation, explained he wasn’t sure they would arrive before closing.
“Our team immediately began preparing for his arrival, even calling back to provide updates, assuring him we would do whatever was needed to ensure he was in his rental that same day,” says Bo L., Truck Rental Branch Manager.
During the routine walkthrough and paperwork following his arrival, several employees from the Truck Rental and Daily Rental co-located branch saw the mountain of supplies on board and immediately sprang into action.
“On this unbelievably hot afternoon, when we were faced with tackling the monumental task of transferring the supplies from our truck and trailer into the newly rented Enterprise box truck, they were there, step-by-step, helping out,” says the customer.
The employees worked alongside the customer until the last box was moved.
“This was a great example of everyone working together to get something done,” says Ryan W., Area Truck Manager. “Bo creates an amazing atmosphere for our employees and customers, and in-turn the group does a lot of good.”
“We came together to make sure the customer was completely taken care of on the journey he was about to embark,” says Bo.
After experiencing two years in a row of “hurricane duty” as Bo refers to it, including the strike of Hurricane Michael and Hurricane Dorian, Bo says it’s the exceptional dedication and sacrifice exemplified by his employees which allows them to serve their customers and represent Enterprise well, no matter the season.
“At the end of the day, we all rally around one goal: to take care of the customer,” says Bo. “I’m fortunate and grateful to be part of a team who constantly goes above and beyond.”
In September 2017, Puerto Rico was devastated by Hurricane Maria, one of the strongest storms to directly strike the island in more than a century. In the weeks following the storm, Enterprise employees acted quickly – coming together to ensure the business could get customers where they needed to go, even while their own lives were afflicted.