We recently caught up with Enterprise Management Trainee Lauri M. to learn more about her customer service philosophy and how she creates positive customer interactions. Lauri works at a neighborhood branch in Reading, Pennsylvania and assisted a customer who had been in a harrowing multi-vehicle accident and had to rent a car from Enterprise. The customer was so impressed with Lauri’s customer service, he wrote a letter to Enterprise Holdings CEO and President Pam Nicholson.
Q: What drew you to the company and to the Management Trainee position?
A: I started with Enterprise in October 2014. I had heard great things about it from a friend and liked the career progression within the organization. You can really go anywhere in the company! I also enjoy that you get to learn how to run and manage your own business.
Q: Tell us about this particular customer and your interaction.
A: The customer came to our office the day after he had been in a terrible accident involving eight cars. Many of the people in the accident had been sent to the hospital, but luckily he was okay and just needed a rental, as his car was totaled. I could tell he was still upset about the whole event and in a hurry to get home. After picking him up at his hotel, I got his paperwork completed as efficiently as possible and just listened to him. I did my best to make him feel more comfortable and get him what he needed, especially since he was in town on business and didn’t have family or friends around.
Q: What motivates you to go above and beyond for your customers?
A: I try to treat people the way I want to be treated. Most of the customers I interact with come in because they have an issue with their own vehicle, not because they are on vacation. I want to help make their experience a positive one.
Q: How do you keep frustrated customers satisfied?
A: I like to give customers a lot of different options and ask questions to figure out what would make them feel the most comfortable. Once I have a good understanding of their situation and their needs, I try to execute quickly and efficiently so they have a good experience and hopefully come back to us in the future.
Q: In your opinion, what sets Enterprise apart from the competition?
A: Enterprise employees are very friendly and really go above and beyond for every customer. We also offer our customers a variety of travel and transportation solutions – this includes everything from Car Sales to Truck Rental.
Q: What’s your favorite part about your job?
A: I love interacting with customers. Every day is something different. I get to meet so many wonderful people and help find solutions to their problems. Making a customer smile is such a rewarding experience and makes me feel really good about what I do.
Q:What three words describe your approach to customer service?