When an Enterprise customer in Davie, Florida approached the rental counter, he knew his experience would be challenging. Because, as someone born nearly deaf, that’s how almost all of his similar retail experiences go.
“Personal interactions with people I don’t know, like renting a car, are something I never look forward to,” he said in an email to Enterprise.
Since joining Enterprise in August 2018, Cameron has made it his mission to treat each customer like a friend or family member.
“Customer service is a way of life,” he says. “My goal is to always understand the customer’s needs and walk them through the process like I would someone I know. Being genuine and connecting with the customer on a personal level goes a long way to providing a great experience.”
Taking a chance
The interaction between Cameron and this hearing-impaired customer didn’t have the smoothest of starts, but together they worked their way through the paperwork.
“While it was difficult, we were able to get the paperwork done, and I was on my way,” the customer noted.
But, Cameron wasn’t content to leave the encounter at adequate.
“As the man was leaving, I approached him and said I knew the experience was challenging,” says Cameron. “I think the customer was a bit shocked, but I asked with sincerity how I could make the rental experience better for others with impaired hearing.”
The customer was blown away.
“I almost fell down,” the customer shared. “No one has ever asked me that question.”
For his part, the man shared several pieces of advice. He said face-to-face communication is key. That doesn’t mean just in-person; it means keeping your face visible. Looking down, to the side or away from the customer can make communicating difficult.
A Silent Challenge
An estimated 30 million Americans live with significant impairments to their hearing. For these individuals, daily interactions that most take for granted can pose substantial challenges. It can also be challenging for those providing services, because there are few outward indications of hearing difficulty.
As Cameron did, connecting with a customer on a personal level, seeking their thoughts and being genuine can turn a challenging situation into a rewarding one.
“Cameron is an employee who sees the big picture,” the customer shared. “I hope he gets recognized for it.”