We recently caught up with Assistant Sales Manager Sally P. to learn more about her customer service philosophy and how she creates positive customer interactions.
Up until recently, Sally was a Branch Manager in the Tulsa region before taking on a new role for the Car Sales team. While working in rental, Sally’s kindness and focus on service inspired a customer who frequently visited her branch to write to Enterprise Holdings CEO and President Pam Nicholson about his experiences.
Q: What drew you to the company and to the Management Trainee position?
A: My father worked at a local car dealership and knew someone who worked for the Remarketing team at Enterprise. After learning more about the team and the company, I thought it sounded like a great fit for me. I was drawn to the idea that you could create your own career path, so I made the decision to join the Enterprise team.
Q: Tell me about your career at Enterprise.
A: I started my career as a Management Trainee in 2010 in Tulsa and quickly became a Management Assistant. I worked across several branches in Tulsa.
In 2011, I became Assistant Manager, and about nine months later I was promoted to Branch Manager, where my team ranked #1 several times.
While in rental, I set up several corporate accounts, and really enjoyed that side of the business. Our Corporate business partners have different needs than retail. I took the time to really understand what they wanted and how we could accommodate their needs. For example, almost all business renters are concerned about time and efficiency, so I tried to customize the process for them so their rental would go as seamlessly as possible.
Although I enjoyed my career in rental, after two years, I felt like I was ready to tackle a new challenge. I was approached by the Car Sales team about an Assistant Sales Manager position. It seemed like a great next step for me so I pursued the job and got it!
Q: Do you remember this particular customer who wrote to Pam Nicholson? What was it about your interaction that impressed him?
A: I think he appreciated that I treated him as a friend over the years rather than a customer. When he visited our branch, beyond just greeting him and learning about his rental needs, I also asked little things, like what he did over the weekend. I took the initiative to book his next trip when he dropped his car off and tried to make sure we had a luxury car in stock if he needed it for client meetings.
Q: What motivates you to go above and beyond for your customers?
A: I go above and beyond because I enjoy it. Providing great service is an easy thing to do, and it gives me a sense of accomplishment when we earn new business and build loyalty with existing customers. As a neighborhood branch, it’s our responsibility to treat our customers not only as neighbors but as friends. I take pride in making someone’s day a little bit easier.
Q: How do you keep frustrated customers satisfied?
A: I think the most important thing is to be a good listener. Showing your genuine care and concern really helps open the door to a more positive experience for the customer and ultimately reflects well on the company.
Q:What three words describe your approach to customer service?